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Emergency call centre recording installation

Verint Systems : 08 August, 2008  (Application Story)
North Carolina emergency services call centre gains Audiolog call recording dealing with metropolitan area of half a million residents
Verint Systems and regional partner Carolina Recording Systems have announced that Guilford Metro 9-1-1 of Greensboro, North Carolina has implemented and achieved reliable results from Audiolog, a powerful call recording, retrieval and quality assurance solution designed to enhance the performance of emergency response and public safety answering points (PSAP). Managing nearly 900,000 telephone transactions annually, Guilford Metro 9-1-1 needed a highly dependable and top-quality recording system as they are the "first point of contact" for law enforcement, fire service, EMS and other public safety agencies serving the City of Greensboro and Guilford County, North Carolina.

"Audiolog has proven to be a robust system. Having a reliable recording system is critical for us to effectively serve the nearly half million residents of Greensboro and Guilford County, and help us to support the first responder agencies during emergency and non-emergency situations," explains Craig Whittington, 9-1-1 and Special Projects Coordinator at Guilford Metro and First Vice President serving on the Executive Board of NENA, the National Emergency Number Association.

Verint Systems is showcasing the Audiolog offering and other analytics solutions during this week's APCO Annual Conference & Expo in Kansas City. The Verint solution set works together to assist PSAPs in achieving accuracy and completeness of records, immediacy of incident data, a reduction in liability, and improved quality and employee retention, all with the least amount of resources.

Guilford Metro 9-1-1 configured the Audiolog software to record critical audio inputs across two different recording servers for increased diversity and redundancy. They decided to record their 18 E911 trunks and certain 10 digit lines on a separate recording server, while still recording the individual work station/console phone positions. This allows Guilford Metro 9-1-1 staff to capture the critical recorded audio that occurs in the seconds prior to a call centre operator answering the console phone, which can provide crucial information and assist in response management. Further, Audiolog captures the vital ANI/ALI with each recorded 911 call. This provides comprehensive search criteria for staff who often recreate emergency event timelines. For Guilford Metro 9-1-1, all recordings are stored on centralised Raid 5 storage servers, eliminating the need for removable archive media.

For radio communications, Guilford Metro 9-1-1 operates a 28 channel, 800MHz trunked radio system. To protect and verify radio communications, Audiolog is integrated with the trunked radio system by means of recording the "over the air" frequencies. This helps ensure that all transmissions are recorded and indexed for search and retrieval with the talk group ID information, as well as the radio ID information. This provides Guilford Metro 9-1-1 with an interface to record over the air transmission of the hundreds of talk groups, which are vital for accurate event reconstruction.

In addition to call recording, Guilford Metro 9-1-1 uses Audiolog to assist with quality assurance/quality improvement by allowing personnel to review and evaluate recorded phone conversations and radio transmissions as a part of the positive feedback process with the operators. Other Audiolog functionality they benefit from includes the real-time monitoring and instant recall features. These programs enable operators to play back critical information in seconds, allowing them to quickly confirm details, as well as review phone conversations and radio transmissions that were difficult to hear or understand to ensure accuracy.

Guilford Metro 9-1-1 also uses Audiolog to search for and retrieve 9-1-1 calls and radio transmissions to aid field responders in their post incident critiques. Audiolog is integrated with the on-site Positron VIPER/Power 911 system to capture a multitude of information, such as the call date and time, as well as the caller's number, name, address and more. Additionally, Audiolog Interaction Review enables Guilford Metro 9-1-1 staff to access, search for and play recordings from a central point for both their main PSAP and their backup/overflow PSAP over a Wide Area Network and via a web browser, eliminating the need for conventional client software loaded on the playback PC. Further, the solution includes advanced querying capabilities to ensure the most effective and efficient searches possible.

Aside from the solution's robust functionality, the service provided by Audiolog partner Carolina Recording Systems was a critical factor in the selection process. "Guilford Metro 9-1-1 received nothing but excellent references for Carolina Recording Systems. Since implementing Audiolog, Carolina Recording has maintained and serviced our system, not only meeting but also surpassing the complete needs of our organisation" adds Wesley Reid, Executive Director of Guilford Metro 9-1-1.

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