Full-Featured Call Handling Systems Make the Most of Mobile Location Data

In Insights by Daniel Biagé | VP of R&D September 05, 2018

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More-accurate location information can help call takers pinpoint 9-1-1 calls from mobile phones. But it is only half of the equation. Daniel Biagé explains the importance of advanced call handling features to emergency response efforts. 

Most public safety answering points (PSAPs) are aware that Next Generation 9-1-1 (NG9-1-1) solutions will bring more precise location capabilities to a call taker’s desktop. Detailed geographic information system (GIS) data and sophisticated visual mapping applications will give call takers new visibility into each caller’s exact location. Combined with device-based location data for calls made with wireless phones, call takers will have a variety of information sources that will help pinpoint the location of all callers. 

But what NG9-1-1 systems allow call takers to do with the data is just as important as the data itself. 

Sophisticated Mapping Applications Enhance Call Management

For example, an NG9-1-1 call handling and management solution with sophisticated mapping capabilities allows call takers to isolate and view GIS information in layers to show only certain locations, such as schools, banks, or shopping centers. Sophisticated applications, like Solacom’s Guardian Map, allow call takers to prioritize, answer, and manage calls from within the mapping application. 

Solacom’s Guardian 9-1-1 Call Handling solution also includes a powerful feature that allows it to query third-party databases to access the Advanced Mobile Location (AML) data a smartphone transmits when a 9-1-1 call is made. One of those databases is the NG911 Clearinghouse from RapidSOS. This additional location data is included with the information presented by the Guardian Map application to enable call takers to pinpoint wireless 9-1-1 calls (see the blog: “Pinpointing Caller Location to Accelerate Response Times”). 

Advanced Call Handling and Management Features Improve Response

In addition to putting all that location data on screen, a full-featured NG9-1-1 solution provides a variety of options for how that data can be used by call takers and shared with response teams. 

Advanced solutions are engineered to enable call takers to collect and distribute information quickly and efficiently with:

  • Call distribution functions
  • Call transfer functions with the click of a button
  • Unlimited conferencing options
  • Call visibility and management for every leg of an active call

 

Most solutions also offer standards-based text-to-911 call management and control capabilities, which allow call takers to respond quickly and easily to all text-to-911 messages. Some provide text-from-911 capabilities that allow call takers to initiate text conversations. And the most advanced offer the ability to receive and distribute multimedia information, if available. 

Combined, all of these capabilities allow call takers to leverage location data in multiple ways. Whether they are communicating with callers or interacting with response teams on the move. 

When every second counts, the more information available to call takers and the more features they have that enable them to share that information, the quicker the response will be to all emergency calls. 

Get More Information

Accurate location data for mobile callers is just one of the things PSAPs must consider as they migrate toward NG9-1-1 emergency call handling and management. 

For insight into how an advanced solution can improve emergency response, read the article Next Generation Conferencing Saves Lives.


For insight into other key NG9-1-1 trends, read our brief:
Five Key Trends to Consider When Choosing a Next-Generation Emergency Call Handling System

Download the Brief


 

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