9-1-1 Systems
This system provides the caller’s phone number and address information automatically.
What is Enhanced 9-1-1 (E9-1-1)?
Cellular service divides geographic service areas into these smaller coverage regions.
What are cells?
The most important question when processing any emergency call.
What is “Where”?
A multi-line telephone system commonly used in hospitals, hotels, and schools.
What is a PBX system?
TTY is designed primarily for people with these communication impairments.
What are hearing or speech impairments?
The database used to route calls based on street name, address range, and emergency service number.
What is the Master Street Address Guide (MSAG)?
This process updates a wireless caller’s location during a live call.
What is a rebid?
The acronym used to gather vehicle description details.
What is CYMBALS?
This technology sends voice signals over broadband internet instead of traditional phone lines.
What is VoIP?
TTY communication requires participants to send messages one direction at a time using this encoding system.
What is Baudot code?
These two identifiers represent phone number and address information shown to telecommunicators.
What are ANI and ALI?
The routing method where the receiving PSAP dispatches the units directly.
What is direct dispatch?
Telecommunicators should begin suspect clothing descriptions from this part of the body.
What is the top of the body?
A challenge of VoIP calls is that they may first route through this before reaching the correct PSAP.
What is a third-party call centre?
A silent open line must always be considered this until proven otherwise.
What is a potential TTY call?
The first national emergency number introduced in the UK in 1937.
What is 999?
The routing method where a caller is provided a number and told to contact the proper agency.
What is call referral?
This describes the process of answering the phone, gathering information, and handling the conversation.
What is call processing?
PBX calls often display this incorrect information, requiring telecommunicators to confirm location carefully.
What is the central building address?
This communication method allows the caller to speak while the telecommunicator types responses.
What is Voice Carry Over (VCO)?
This must always be confirmed even if it appears automatically on the screen.
What is the caller’s location?
Wireless Phase 2 adds this geographic data beyond cell-tower location.
What are latitude and longitude coordinates?
The recommended APCO greeting asking callers which emergency service they need.
What is “Do you require Police, Fire or Ambulance?”
This practice involves intentionally making a false emergency report to trigger a large police response.
What is swatting?
The free telephone relay system that converts typed communication to voice for emergency calls.
What is Telecommunications Relay Service (TRS)?