County's 911 center goes high-tech

By Jessica Stith
of The Daily Times Staff

 

Daryl Sullivan/The Daily Times

Telecommunicator David Nelson, of the Blount County Communications Center, says he likes the new computerized phone system that enhances emergency communication on the 911 system.

A new computerized phone system is making the Blount County Communications Center faster and more efficient.
Director Jeff Caylor said the 911 center “went live” with the new system at about 2 p.m. Wednesday — a landmark event he and dispatchers have eagerly awaited. The switch to the new system went smoothly.
“This is something we’ve really wanted for two to three years,” Caylor said.
A modern, flat-screen computer takes the place of the bulky black box covered in buttons that formerly sat on each telecommunicator’s desk. Dispatchers said they were excited about the new technology, known as “Power 911.”
“I like it because it’s computerized,” Telecommunicator David Nelson said.
Nelson said one of the best new features is the ability to see who is calling 911 and their location even before he answers the call. On the old system, dispatchers had no way to receive callers’ information until they answered a plea for help.
Nelson pointed out that this also assists dispatchers in getting information from a 911 hang-up call. The computer system will tell if the hang-up caller is trying to call back and if there is a busy signal on their line, allowing the dispatcher to know if and when to return the call.
Now dispatchers answer each 911 call with the “click of a mouse.”
The computerized phone system is made by Positron, and Caylor said the 911 center also purchased a new Positron controller known as the “Viper.” The controller transmits caller information including name, address and phone number.
The Blount County Communications Center is the first dispatch center in the state to receive a controller that is voice-over-internet-provider (VOIP) ready, as the Viper is.
Caylor said it is important for controllers to be VOIP ready because many people now receive cell phone service from Internet providers. The VOIP-ready controller allows dispatchers to pinpoint the callers’ information and location who have IP service, which was more difficult to do with the old phone system.
One of the biggest advantages of the new computerized phone system is “ease of use.” Caylor said telecommunicators took four-hour classes provided by Positron and most were already “technology savvy.”
Another advantage is that the new system enables telecommunications with deaf callers from the keyboard attached to the system. With the old system required an extra keyboard that was large and expensive.
Caylor said the new system also automatically generates response reports that show the average number of seconds it takes for dispatchers to answer 911 calls. Caylor said they used to have to manually calculate these times when needed.
The next phase for the communications center is to update the technology with new mobile data terminals for police cruisers. New MDT’s would allow dispatchers to transmit information to cruiser computer screens faster and cut down “bottleneck problems” that officers have when they attempt to access information from the National Crime Information Center.
The new system cost $250,000, and Caylor said it will be paid for by a $100,000 grant from the state’s emergency communication board and from the center’s savings for equipment.
All in all, Caylor said dispatchers are very satisfied with their new system that helps prepare the center for “Next Generation 911” — changing 911 analog systems to wireless systems.