West Corporation

Posted on October 17, 2012 by West Corporation 



Security has been notified… But do they know what the emergency is?

Security Desk Notification and MonitoringEnterprise-class E911 solutions ensure that when 911 is dialed, both the call and the caller’s location information are delivered to the appropriate Public Safety Answering Point (PSAP). Many of these same solutions can also notify internal security that a 911 call is in progress, with screen pops, emails, or pre-recorded messages.  The alerts usually provide the caller’s extension, location, and name, which can be extremely useful and help to improve response times.

However, even with these alerts, enterprise security teams are still left in the dark as to the nature of the emergency. E911 call monitoring allows enterprise security to listen in on emergency calls originating from their network, providing the context needed to fully assess the situation and implement the appropriate response.

Scenario 1: Emergency where caller can speak

Most calls in an enterprise environment are medical incidents, where fast security response times can save lives.

For example, in the case of a caller experiencing cardiac arrest, waiting for an ambulance to arrive can simply take too long. According to the National Center for Early Defibrillation, “if defibrillation is delayed for more than 10 minutes, survival rates drop to less than 5 percent.” However, organizations have designated staff that are trained in first aid and have access to life-saving defibrillation equipment on-site. If the security person monitoring the call hears that the caller is suffering from cardiac arrest, they can immediately dispatch the nearest first aid person to the caller’s location and have them administer the necessary defibrillation. This rapid response can mean the difference between life and death.

Scenario 2: Emergency where caller is incapacitated

When a 911 caller is incapacitated and silent, providing security staff with monitoring capabilities can be beneficial. Silent calls that come into the PSAP are often assigned a low priority; while the operator may occasionally send the police to investigate, they rarely dispatch an ambulance to a silent call.

To better deal with this type of scenario, E911 call monitoring allows security personnel to barge in on the call when needed. When the security staff person monitoring the call hears the silent line, they can dispatch someone to verify the incident and simultaneously implement the barge-in feature to notify the PSAP that someone on-site is going to investigate. This allows the on-site security staff and PSAP operator to quickly learn about the nature of the incident rather than waiting for a report from dispatched police (if police are even sent). Once armed with this information, the security desk and PSAP operator can better determine and coordinate the appropriate response, ensuring that the necessary help arrives as quickly as possible.

E911 call monitoring is a lifesaving feature that has proven to be invaluable to customers again and again. When monitoring an E911 call, security personnel are automatically placed on one-way mute so the call quality between the caller and the PSAP is maintained and the PSAP does not have to filter out any additional background noise. It provides the security desk staff with valuable contextual information so they can immediately implement an appropriate response, and helps facilitate improved coordination with the PSAP. In fact, over 96% of 911 Enable’s enterprise customers use this feature as one of their security notification tools.

E911 call monitoring is included as a standard feature in all of 911 Enable’s solutions, including the Emergency Routing Service (ERS), Emergency Gateway (EGW), Virtual Emergency Gateway (V-EGW), and Service Provider Emergency Gateway (SP-EGW).

Don’t settle for an E911 solution that doesn’t offer the E911 notification capabilities you need – contact 911 Enable today at 1-877-862-2835 or email to learn how our security notification solutions can provide your organization with better outcomes in emergency situations.

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