West Safety Services offers four key security desk routing and notification options as part of its Emergency Gateway (EGW) appliance: security desk call monitoring, security desk call delivery, email crisis alerts, and automatic screen pops
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An organisation may choose to implement any combination of these routing and notification options to help improve on-site coordination amongst rescue teams and reduce response times when seconds count.
SECURITY DESK CALL MONITORING
Security desk call monitoring allows personnel to listen in on emergency calls sent to local emergency services. The call may be routed to both local emergency services and the security desk using three-way call conference, with security personnel on one-way mute. Security personnel may also barge in on the call simply by pressing *1. Unique security desk monitoring rules may be configured by location.
SECURITY DESK CALL DELIVERY
Emergency calls may be directly delivered to on-site security personnel. This allows security personnel to properly assess the situation prior to connecting the caller to local emergency services. Calls may also be dispatched to roaming security personnel via Land Mobile Radio (LMR) Bridging. Unique security desk routing rules may be configured by location, and location-based routing can be enabled for nonemergency calls to local security.
EMAIL CRISIS ALERTS
The EGW can deliver email alerts to designated distribution lists based on a 9-1-1 caller’s location. Email alerts include the caller’s name, callback number, and location information, and can be directed to alpha-numeric pagers, smart phones, or SMS gateways.
AUTOMATIC SCREEN POPS
Desk Alert is an optional component of the EGW. It is an application installed on Windows-based security desk workstations. In the event of an emergency call, a screen pop instantaneously appears on the security desk monitor, notifying personnel of the call in progress. Information provided by the pop-up screen includes the caller’s name, callback number, date and time of call, and location information. Desk Alert also includes a configurable URL link, which can point to a campus map, contact list for medical emergencies, etc