Intrado VIPER® 9-1-1 Call Handling


Intrado VIPER® 9-1-1 Call Handling

STATE-OF-THE-ART 9-1-1 CALL CONTROL FOR TODAY AND THE FUTURE

Citizens in your community expect to be able to text for help, send images and video, and most important of all, they expect that the 9-1-1 call center will be able to find them when they call from a mobile device. VIPER® provides the foundation for i3-compliant Next Generation 9-1-1 (NG 9-1-1) applications yet fully supports your legacy network and operations environment.

West has deployed over 2300 VIPER systems, serving more than 13,000 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. Utilizing Voice-over-Internet-Protocol (VoIP) technology to deliver NG9-1-1 emergency call handling services, VIPER is easy to install, configure and maintain, helping you optimize PSAP resources as you realize operational flexibility.

Enhanced VIPER features empower agents with purpose-built tools designed to streamline 9-1-1 call handling operations. Authorized agents may select specific calls from the Automatic Callback Distribution (ACD) queue waiting list. The Exclusive Hold option restricts call retrieval and when Supervisor Assistance is utilized, call-takers may initiate a private conversation with a supervisor, still allowing the caller to remain connected and audible to both agents.

POWER 911®: INTELLIGENT WORK STATION FUTURE-PROOFS YOUR PSAP

Power 911 provides a rich user experience for the VIPER system, allowing call takers onscreen command of landline, wireless and VoIP 9-1-1 calls in a variety of telephony environments. This intelligent information display empowers your call takers in an integrated i3-compliant environment providing both scalability and customizations.


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