Call Handling Suite

Call Handling Suite


Public Safety Answering Points (PSAPs) need tools that ensure rapid and reliable communication with other emergency responders – fire safety personnel, law enforcement, ambulance and medical personnel – to help save lives.

Our purpose-built solutions offer a fully-integrated suite of Call Handling equipment and services that span the entire workflow of public safety – from E9-1-1 emergency response and command and control to digital justice and corrections – to serve PSAP call-handling needs. An IP-based solution streamlines both voice and data calls and provides a pathway to i3 compliant, NG 9-1-1 data services with a minimal amount of backroom equipment.

West Safety Services provides PSAPs with mission-critical 9-1-1 call handling equipment and services, including:

  • Public Safety Call Handling solutions with integrated intelligent workstation hardware and software
  • GIS capabilities with real-time mapping and data maintenance
  • NG9-1-1 data mining and analytics
  • Continuity of Operations services

Intrado VIPER®

VIPER, the industry’s longest operating, most dependable, versatile and complete end-to-end call handling system, ensures that emergency telecommunicators are in total control of landline, wireless and VoIP 9-1-1 calls. Available in a multi-node architecture, VIPER provides the most advanced geo-diverse and redundant call processing system on the market.

Citizens in your community expect to be able to text for help, send images/video and most important of all – they expect that you will be able to find them when they call from a mobile device. VIPER ® establishes the foundation for i3 compliant, NG 9-1-1 data applications, and still supports your legacy network and operations environment.

West has deployed over 1800 VIPER systems, serving more than 11,000 positions across five continents. VIPER can be deployed in a variety of local, host and remote configurations. Our SIP-compliant soft switch enables the ability to send and receive NG 9-1-1 services such as TXT29-1-1® and other i3 compliant data.

Depend on VIPER for enhanced call-taking efficiencies, high availability, automatic call distribution and remote deployment capabilities. Utilizing Voice-over-IP (VoIP) technology to deliver NG emergency call-handling services, VIPER is easier to install, configure and maintain than traditional 9-1-1 call-handling systems, creating greater cost savings and operational flexibility.

  • Flexible and feature rich. Purpose-built from the ground up to specifically serve PSAP call-handling needs, VIPER provides integrated automatic call distribution (ACD) and interfaces with third-party PBX telephony systems.
  • Reliable and redundant. VIPER provides better disaster recovery through a versatile and fault-tolerant, IP-based platform that can alternate call routing during disaster situations and/ or periods of high call volume.
  • Cost effective and efficient. By choosing one provider for all your call handling needs, you reduce risk while you increase your return on investment. You get an IP-based platform that streamlines both voice and data calls and provides a pathway to i3 compliant, NG 9-1-1 data services with a minimal amount of backroom equipment.

POWER 911®

PSAPs realize full control with Power 911. This intelligent workstation provides on-screen command of landline, wireless and VoIP 9-1-1 calls in a variety of telephony environments. Scalable to meet the operational needs of any PSAP, Power 911 offers a self-healing, fully integrated, end-to-end solution.


Power ECaTS from West is an enterprise level 9-1-1 reporting solution. The industry’s only vendor-independent universal 9-1-1 callr eporting system, Power ECaTS seamlessly reports on all aspects of multiple PSAP operations within an entire county, jurisdiction or state, from one web-based location, regardless of the hardware manufacturer.

Power Locate

Call takers need quickly accessible, relevant and reliable location information to successfully identify individuals associated with dropped calls or texts. By referencing the caller’s location and phone number, Power Locate utilizes publicly available information sources to help Public Safety Answering Points (PSAPs) place targeted follow-up calls. By determining if there really IS an emergency to report, a call taker saves valuable time and will allocate critical resources only if needed. Power Locate helps call takers identify the location of dropped, abandoned or misrouted calls. Even the location of pranksters and unintentional “pocket dialers” can be queried.

Learn more here.


Power LVR gives PSAPs the ability to confidently capture, correlate and store all 9-1-1 trunk, administrative, workstation and radio audio transmissions associated with a specific incident. Scalable to meet the needs of any PSAP, Power LVR interfaces with both radio network infrastructure and telephone systems to accurately record voice communications for immediate replay, evidentiary purposes and training.

Power Metrics™

Power Metrics™ – powered by ECaTS – reporting and analysis products help increase operational effectiveness by giving PSAPs the tools needed to get the most out of management information systems. This suite of solutions provides reporting against i3 standards and works seamlessly with West’s VIPER® platform. In an integrated fashion, these web-based reporting applications use information from West’s Power 911 ® user interface to generate a wide range of comprehensive statistical reports critical to PSAP operations.

No matter how complex the reporting requirements, Power Metrics helps 9-1-1 decision-makers understand the strengths, weaknesses and operational efficiencies of agencies within their purview. Easy-to-read reports generated in response to standard or customer queries provide a quick snapshot with a single click.


PowerOps is a visual data analysis tool primarily used by PSAP supervisors to monitor, call, position, and queue activity. Providing a quick view of the operations floor performance through a visual representation of statistics to optimize ring group activity, PowerOps features a highly customizable display through a set of user-friendly tools.

Power Station Gen3™

Good just got better! The ultimate call handling black box – Power Station Gen3™ by West – delivers the full VIPER® / Power 911® experience in a much smaller space. PSAPs can optimize resources, simplify processes and realize greater affordability with this newly configured, feature-rich, i3-compliant appliance.  Learn More.

Educational Services

West Safety Services offers training and education on Call-Handling Products and Solutions.  Learn More.

West Corporation