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Security Desk Routing and Notification

Optimize the performance of security desk personnel with West Safety Services.

ROUTING AND NOTIFICATION OPTIONS

We offer four key security desk routing and notification options as part of its E9-1-1 solutions: security desk call monitoring, security desk call delivery, email crisis alerts, and automatic screen pops. All or some of these notification options are available as features of our Emergency Gateway or Emergency Routing Service. An organization may choose to implement any combination of these routing and notification options to help improve onsite 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 9-1-1 calls sent to the local Public Safety Answering Point (PSAP). The call is routed to both the PSAP and security desk using three-way call conference, with security personnel on one-way mute. For organizations that have configured security desk call monitoring using the EGW, personnel can also barge in on the call simply by pressing *1.

Security desk call monitoring can be enabled using either the EGW or the ERS. Unique security desk monitoring rules may be configured per Emergency Response Location (ERL).

SECURITY DESK CALL DELIVERY

9-1-1 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 the local PSAP. Unique security desk routing rules may be configured per ERL, and location-based routing can be enabled for non-emergency calls to local security. Calls may also be dispatched to roaming security personnel via Land Mobile Radio (LMR) Bridging.

Security desk call routing can be enabled using either the EGW or the ERS.

EMAIL CRISIS ALERTS

Both the EGW and the ERS can deliver email alerts to designated distribution lists based on a 9-1-1 caller’s ERL. 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 a 9-1-1 call, a screen pop instantaneously appears on the security desk monitor, notifying personnel of an emergency 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.

 

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