EQUIPMENT INSTRUCTION GUIDES FOR: POSITRON POWER 9-1-1 9-1-1 TANDEM CODES 1
Positron Power 9-1-1 ALI/ANI Module - ALI/ANI information. - TTY capabilities. - ALI emergency lookup. Telephony Module - Where all 9-1-1/Admin lines are answered. - ITRR (Integrated Telephone Radio Recording) saves telephone conversations for up to 30 minutes. - Able to do manual and speed dial transfers. Status Module - Provides information towards the current equipment. - Shows the status of the equipment as well as who is currently logged on. List Module - Shows call histories, retrieves recordings, ALI info (if a 9-1-1 call was received) and TTY information. Contact Module - Transfer/Contact lists. Toolbar Module - Erases info from ALI screen, scrolls through different ALI s received, opens Agency list, activates ITRR and mapping functions, opens the volume controls for the system/headsets and exits the systems. NCTCOG Intranet Page - Allows access to the GEM Client for texting, the MIS Program, and the NCTCOG Online Trouble Ticketing System Genovation Keypad - A tool that the Telecommunicator can use to dial numbers, answer incoming 9-1-1 and Admin calls, perform basic phone features and transfer calls to up to four different agencies. Digital Escalation Card - Contains important information about services NCTCOG 9-1-1 provides to all PSAPs. Located behind the GeoLynx map. 2
911 Datamaster Emergency ALI Searches - A capability that allows Telecommunications to search for address information based off of a landline telephone number when ALI data is not provided on an active call. This is for landlines only. Voiance Interpretation Services - Voiance provides interpretation services for 9-1-1 calls that require a translator. Unique steps are required to connect to their services. ALI/ANI Module - Location of the ALI/ANI screen. Note: Tell Tale Shows responding agencies (ELT). - ALI Automatic Location Information- Displays caller information to include location, phone number, subscriber information, emergency responders, etc. - RTX Retransmit button (ALI rebid button). Left click every 10 to 15 seconds to ensure that updated wireless information is being received. (depending on the wireless carrier will determine how many attempts to conduct for re-transmitting) TTY Activate TTY capabilities. When a TTY call is received, the TTY window will automatically activate. If not activate the TTY function by pushing the TTY button. When you receive a TTY call the: ASCII or Baudot will highlight to indicate the type of machine the caller is using. If neither button is highlighted, start with Baudot and send an automatic message. If nothing is received, try the ASCII feature. Baudot must be activated first because it will capture the handshake to start the message, but the handshake is only limited before the call is dropped. It is very important to establish the type of machine during the first few seconds of a call if it is not indicated already before it is lost. Buffered button - This feature allows an individual to type a response to a message, or place a typed message on hold while the caller is in the process of typing. After the call is established and communication has started, it is best to activate the buffered feature. To send a buffered message simply hit the enter key. By using the Buffered button, you can prepare messages while the caller is typing. When ready to send hit enter. Drop Down Menu - Stores pre-programmed messages to initiate and use during the TTY conversation. 3
When responding to the caller, messages will be typed in this field and displayed on the screen character by character. White X button - Allows the call taker to cancel a buffered message before hitting enter. It will not cancel mistakes of the sentence the XXX for the mistake in TTY language still needs to be used to indicate a mistake during the conversation. Remember; do not use the backspace as it will garble the message. Red X button - After the entire conversation is complete, the X will disconnect the TTY function, but the call taker will have to manually close the TTY window and hit the Release button to end the call. Printer - Allows the agent to print out the TTY conversation. If the call taker does not print the call before exiting the TTY screen, the information can be retrieved from the Released Calls field. On the screen under TTY, if YES appears and is clicked on, the TTY button will indicate, with a yellow light, that there is a conversation on the screen. The call taker can then click on the TTY button, and the conversation will appear and be ready for print. HCO/VCO Capabilities Click the appropriate button to start the conversation when either/or has been confirmed by the caller. The headset is used to talk/listen. To Transfer a TTY call: To transfer a TTY call, transfer while the call is active. De-activate/disconnect by clicking on the red X button. Right click on the 9-1-1 Transfer list in the Contacts Module; double click on the appropriate agency. When the agency connects, Announce you have a TTY transfer and advise them to activate their TTY. Click either x on the List Module or click the TTY button on the ALI Module to bring the TTY window forward. On the TTY screen click the appropriate Baudot/ASCII button from the original call. The TTY button should turn green. At this time, you will be able to monitor the conversation between the caller and the transferred agency. To disconnect the call click the red X button, and then click Release. Magnify Glass ALI emergency look up (DBR database request). Click the magnifying glass and the Database Request box opens. In the blank white area type the phone number (no spaces or dashes) and the information will display on the ALI screen. Remember DBR s are for emergency use only, not for investigators wanting location information. 4
- Once you have requested a DBR, the Reason button turns from gray to white. Click once on the button and a box appears. In the box, type the reason or justification for your request. This information is saved in the power 9-1-1 database and will be added to the Manual ALI Lookup Summary report produced by Power MIS or 911 Datamaster. It is suggested to put the call for service number or the incident number relating to the call here. - The right and left arrows (Previous/Next Buttons) to the right of the Reason button allow the user to navigate through ALI lookups. The last ten manual ALI bids made during the current session can be reviewed via the Previous/Next buttons. When the agent logs off, the memory is reset. - Eraser Erases current ALI information on the screen. - VAL Validation Button. For NCTCOG maintenance use. - Green button. Not used with this version. - Red X Button. Not used with this version. - Printer Prints the ALI screen information. - Arrow button Shows the additional ALI screen for further ALI info. Telephony Module (ITRR) This is where all incoming 9-1-1 and Admin lines will be answered. Recorder - The recorder will save 30 minutes of a phone conversation per call. To listen to the phone recorder, under Released Calls, if an AVAL is indicated in the REC field simply click on it and the recording will play in the phone receiver. To save the recording, click on SAVE/UNSAVE button and the display will change from AVAL to SAVED and will be available until the recording is unsaved or the 30 minutes has expired. Arrow Scroll through the recordings. Play Play back the conversation Stop Stops the conversation. Record- is green when the call is being recorded. Save Saves the conversation. Unsave Unsave a saved conversation. Hook flash (Admin calls only) - This feature will allow an Admin call to be transferred to another PSAP when a speed dial button is not available. With the caller on the line, click hook flash to retrieve another line, dial the ten digit phone number in the manual call box, when the second party answers, hang up. 5
Call Patch (Currently deactivated with SS7 capabilities) - Allows the call taker to patch two active calls together through either the 9-1-1 or admin lines. While on an active line click call patch and click the line on hold. Both calls are now connected. If the call taker places the call on hold callers will hear beeping (the hold indicator). When the call taker disconnects, both callers will be disconnected. Redial - Retains one 9-1-1 call at a time and will only redial the last call received. The previous number will display in the blue box above the white box redial area. The white area is also where manual phone calls are made. To redial a previous number, in the List Module under Released calls, double click on the phone number or manually enter the phone number in the white box and hit enter on the keyboard. Answering 9-1-1 and Administrative Lines: - An incoming call will flash RED at the top left corner of the trunk it is coming through. An answered call will show GREEN on the bottom of the button, and a holding call will show YELLOW in the top right corner. - To answer a particular incoming call, whether 9-1-1 or Administrative, there are one of five different ways; Left click once on the trunk line. Right click on the specific trunk line to open the secondary panel, also known as the Line Panel, and left click once on the line ringing. For 9-1-1 only, press the F1 key on the keyboard. Answer through the List Module on the Active Calls (click on the C State (call state) function). Hit priority on the Genovation Keypad. Intercom Button: Acts as a designated overflow line for certain PSAPs. * CAUTION If you have multiple calls ringing and double click on whichever trunk, you will place the first call on hold and answer the second. * The system is a smart system and will answer the longest running line and will answer a 9-1-1 call before an Admin call. To pick up a holding call from another position, it has to be picked up from the List Panel, or secondary screen. Click once on the line to pick it up, or to join in on the conversation. In the secondary screen, the light will flash White showing a call is on 6
hold (a steady white light indicates someone else is on a line). A flashing yellow light indicates that you have placed the call on hold. Tool Bar - Release Disconnect with the caller. - X Cancels an attempted conference call transfer but keeps the caller on the line. - Hold Places the call on hold. - Mute button (green light indicates the conversation is on mute). The headsets have a black button that enables the call taker to mute the call for a brief period. The black button must constantly be held for it to mute. Status Module This screen gives information to the system when dealing with the equipment, the agent who is logged onto the machine and the time and date. Systems Information Screen (History button) - About Shows the current program being used, agent info and workstation info. - Message Shows all error messages that have occurred while the agent has been logged on. - Health Shows the current conditions of the equipment. - Alarms Shows the status of any current equipment problems that may need immediate attention. List Module - On Active Calls if a current call is holding or if someone is on the line with the caller. - To answer a call while on another line (whether Admin or 9-1-1), simply click the line that is ringing and the current call will be placed on hold. This screen shows all the different type calls. - Active calls Shows all currently active calls that caller takers are on. Incoming calls display as Ring in the C-Stat field. Busy indicates that a different call taker in on a line. Hold indicates that someone has placed a call on hold. IHld indicates that that particular call taker has placed a call on hold. 7
To pick up a call from the Active Calls list double click on the call. - History calls Shows the call history of a particular phone number. Received by the PSAP and holds up to 20 calls from that particular phone number. Old calls are purged in excess of the 20 and drop off. - Released calls Calls received and made by the PSAP. This section has many different features when dealing with ALI information, redialing, retrieving, recordings and TTY history. Call taker can retrieve previous TTY information or the last 30 minutes of a phone call recording by double click on the date to populate ALI information, double click on the phone call to redial. If there are TTY conversations YES will be in the TTY field. In the REC field if a recording if available AVAIL will be displayed. Double click to replay. If a recording has been saved SAVED will display in the REC field. - Call Query Allows a call taker to search for information about a particular call from a particular position. The telephone number, caller's name, and address can be used as search criteria (uses the 9-1-1 database). The more that is placed in, the more that is filtered out. - Abandoned calls Indicates that a 9-1-1 call was abandoned. An audible tone will sound indicating a call populated in the tab. - While in the abandoned field, the call taker can either double click on the phone number or hit the redial button if it was the last number received to call the phone number back. - If a call is in this field, but contact has been made, the call taker can purge the information from the screen by double clicking on the ABND State and click yes to the remove from screen question. Contacts Module 9-1-1 transfer list and contact information. Transferring Calls (Agency List) - When transferring a 9-1-1 call to another PSAP, right click on the related button and search for the agency. The call taker can search for the agency by Name (name of the PSAP), Type (Law, Fire, EMS), Info 1 and Info 2 (Telephone number, etc.). 8
- When you type in a word or partial word in the name field, example: air, the list automatically filters to display values that start with those characters. As the user enters search characters in the filter box, the list automatically filters to display values that contain those characters. With the example air you will see displays of items such as AirEVAC, Air Force Base, Native Air, Region 911 Repair, Us Airways, etc. - When the call taker has found the appropriate PSAP to transfer the call to, double click on the PSAP to transfer the call. Once a connection has been made, click on Release to disconnect the call. - If the call is on an Administrative line, the call will transfer to a nonemergency line. The system is a Smarts System which can differentiate between a 9-1-1 transfer and an Administrative transfer. PSAP information - By right clicking on the 9-1-1 button, then right on the PSAP, the call taker can get further information (Contact information, main phone number, etc.) of that particular PSAP if the general information has been added. Contact List (Rolodex) - The icon that looks like a Rolodex can be used to enter personal information that is used by the PSAP. Each agent will be able to have their Rolodex on top of having a Global PSAP Rolodex. Calls can be made from the Rolodex, but cannot be transferred. - To add or delete, right click in the blue area of the screen. Placing a call - Manually dial the phone number in the redial box in the Telephony Module. - Right click on the Law button to bring up the Agency list or Contact list and double click on the desired contact or PSAP. - Right click on the contact and the menu displays call with number. The numbers for that agency will appear. Viewing Contact Details - Right click on a contact button and click on the Rolodex. Under each contact list, right click on the PSAP the click Show Details to retrieve/show details of that particular PSAP. Linking a Contact to a PSAP - In the Contact Module right click on any of the ten buttons to pull up the agency list. Click on the Rolodex to bring up your contact list. To link a contact to a PSAP, right click on the name of the individual in the Contact 9
ToolBar Module list, a box will appear, click on show details, and click Add to bring up a drop-down list, choose the PSAP and click OK. In this window, you can add or remove agency information and further details on the address, main phone number and all contacts associated with that particular PSAP. Functions used for different screens. Buttons - Eraser Erases information on the ALI screen. - Configuration Program The button text is a white up arrow, and it launches the Configuration Program. (Only those trained in the Configuration Program will have this feature). - NCTCOG Intranet Page - allows access to the MIS Program, NCTCOG Online Trouble Ticketing system, and GEM Client. - Agency List Brings up the 9-1-1 transfer list. - Volume On screen volume adjuster. - World Launches the Power Map application. - Recorder Launches the ITRR application. An add-on feature that has up to 24 hours continuous recording. To use: Click on the start time and a calendar will pop up. The date and time will be highlighted in Green. Features Cannot send information to another agent Can save the information on a disk through an administrator s mode, but should use agency voice recorder. Fast forward and rewind allows the call taker to jump forward or rewind back to a particular recorded call. Adjust to the desired volume. An auto repeater for a needed recording loop. A certain selection of the recording can be played and saved. 100 is the speed in which it came in, but you can speed up or slow down. - Stop sign Exits the program. 10
NCTCOG Intranet Page button Telecommunicators have the capability to turn in and track trouble tickets online through the 9-1-1 equipment, log into and out of GEM Client, access the MIS Program. GEM Client pertains only to those implemented to texting. MIS pertains only to those trained in the MIS Program. Special Note You must log out of GEM Client first to report a trouble ticket online. Do not exit out by clicking the x in the top right corner of GEM Client. The NCTCOG Intranet Page button allows access to: GEM Client for texting NCTCOG Online Trouble Ticketing System MIS Program NCTCOG Online Trouble Ticketing System Requires a valid email address and password The email address will be placed in the Site Code section (unless it indicates email address ). The password is 9-1-1. Telecommunicators can still process active calls even while logged into the Trouble Ticketing System. Telecommunicators can submit tickets under Submit New Ticket. 11
After logging into the system, Telecommunicators can input information into the following fields; - Description - Severity - Submitted By/Alt Callback Number - Support - Full Description Once a ticket has successfully been entered into the system, a Trouble Ticket Number will be provided. Trouble Tickets can be tracked by clicking My Ticket, and entering the Trouble Ticket Number. 12
Once completed, log out of the system by pressing the Log Off button. Genovation Keypad The Genovation Keypad is an additional keypad that sits next to the Call Taker s keyboard. The photo below shows this keypad. In addition to numbered buttons used for manually dialing the telephone, the Genovation Keypad has ten buttons that can be programmed to execute commands. A technician must program these keys (and make future changes). * 13
Digital Escalation Card The digital Escalation Card provides essential information for Positron 9-1-1 users. It is located behind the GeoLynx Map. Telecommunicators will need to minimize the mapping application to view the information. All Telecommunicators must know where they can locate the screen shot. 14
911 Datamaster Emergency ALI searches 911 Datamaster is the 9-1-1 database provider for NCTCOG 9-1-1 PSAPs. If no ALI record information is displayed during an active landline call, the Telecommunicator has the capability of performing an Emergency ALI search online. The 911 Datamaster website site can be accessed on any computer except the 9-1-1 equipment. The web link - http://webdbms.911.org/nctcog/ Logging in Once the web link has been activated on an internet browser, it will require a unique login in and password. The Login ID will be located on the PSAP s digital Escalation Card. The password is nct911. 15
Main Screen Each PSAP will only have Read Only access to the customer table Conducting an Emergency ALI search Select the CUSTOMER table by mouse double click. This will expand the options listed under the Customer tab. 16
Select Active Enter the telephone number into the following slots NPA area code NXX- prefix Number Last four digits Select Run Query (toolbar at the top of the page) 17
The results will appear below the query window. To look at the full record, select the file folder at the beginning of the record line. If the following results appear, you will need to select the rectangle to open up in full screen. 18
One the screen is a full window; the full record will appear. 19
Voiance Interpretation Services Interpreter Access Instructions To connect with Voiance left click one time on the Voiance one button transfer. You can also transfer a call by searching for Voiance in the Agency List and double-clicking on the entry. When connected, the automated system will indicate to press 1 for Spanish, press 0 for all other languages. o 1 or 0 must be entered in the white dial back box in Telephony (blue or gray screen) o After 1 or 0 is entered, hit enter on the Genovation Keypad or 9-1-1 keyboard. Enter the PSAP ID number. o The PSAP ID number is located on the One Button transfer and the digital Escalation Card located behind GeoLynx. o PSAP ID number must be entered in the white dial back box in Telephony (blue or gray screen). o After typing the code hit enter on the Genovation Keypad or 9-1-1 Keyboard. Confirm the PSAP ID number. o 1 confirms the ID number, 2 allows entering an ID number again. o 1 or 2 must be entered in the white dial back box in Telephony (blue or gray screen). o After typing 1 or 2 hit enter on the Genovation Keypad or 9-1-1 keyboard. Hold temporarily as you connect to the interpreter. o Brief the interpreter on the nature of the all and begin your conversation. In the event the One Button transfer or Agency List entry does not connect to Voiance: o Manually dial 1-800-481-3289 o Enter the Voiance Main Account number 501022555 o Enter the PSAP ID number o All information id displayed on the digital Escalation Card (located behind GeoLynx). o You must enter all information in the white dial back box located in Telephony and hit enter after each transaction. 20
Positron 9-1-1 Tandem Codes PSAP NAME NCTCOG NG TRANSFER CODES ADDISON PD 9000 ALLEN PD 1001 ALVARADO PD 1002 AMR AMBULANCE 9001 ARCHER CO SO 9002 ARLINGTON PD 9003 AZLE PD 9004 BALCH SPRINGS PD 1003 BAYLOR CO SO 9005 BEDFORD PD 9006 BELL CO COMMUNICATION CENTER 9007 BELLMEAD PD 9008 BENBROOK PD 9009 BLUE MOUND PD 9010 BOSQUE CO SO 9011 BOWIE PD 9012 BRECKENRIDGE PD 9013 BRIDGEPORT PD 1004 BURKBURNETT PD 9014 BURLESON PD 9015 BURNET CO SO 9016 CAMERON PD 9017 CAREFLITE 9-1-1 9018 CARROLLTON PD 9019 CHILDRESS PD 9020 CLAY CO SO 9032 CLEBURNE PD 1005 COCKRELL HILL PD 1006 COLLIN COUNTY SO 1007 COLONY PD 9021 COMMERCE PD 1008 COOKE CO SO 9022 COPPERAS CV PD 9023 CORSICANA PD 1009 CROWLEY PD 9024 DAL GARDENS PS 9028 DALLAS 9-1-1 9025 21
DALLAS CO SO 9026 DALLAS FIRE/EMS 9027 DECATUR PD 1010 DENISON FD 9029 DENTON CO SO 9030 DENTON PD 9031 DFW AIRPORT DPS 9033 DICKESN CO SO 9035 DUBLIN PD 1011 EAST TEXAS EMS 9036 EASTLAND CO SO 9037 ELECTRA PD 9038 ELLIS COUNTY SO 1012 ENNIS PD 9039 ERATH COUNTY SO 1013 EULESS PD 9040 EVERMAN PD 9041 FALLS CO SO 9042 FARMERS BRANCH POLICE 9-1-1 9043 FLOWER MOUND PD 9044 FLOYD CO SO 9045 FOREST HILL PD 9046 FORNEY PD 1014 FORT WORTH FD 9047 FREESTONE CO SO 9049 FRISCO PD 1015 GAINESVILLE PD 9050 GARLAND PD 9051 GATESVILLE PD 9052 GLENN HEIGHTS PD 9053 GRAND PRAIRIE PD 9054 GRAPEVINE PD 9055 GRAYSON CO SO 9056 GREENVILLE PD 1016 HAMILTON CO SO 9057 HARDEMAN CO SO 9058 HASKELL CO SO 9059 HEWITT PD 9060 HIGHLAND PARK PD 9061 HIGHLAND VLLGE PD 9062 22
HILL CO SO 9063 HILLSBORO PD 9064 HOOD COUNTY SO 1017 HUNT COUNTY SO 1018 HURST PD 9065 HUTCHINS PD 9066 IOWA PARK PD 9067 IRVING FD 9068 IRVING PD 9069 JACK CO SO 9070 JOHNSON COUNTY SO 1019 KAUFMAN COUNTY SO 1020 KAUFMAN PD 1021 KEENE PD 1022 KENNEDALE PD 9071 KILLEEN PD 9072 KNOW CO SO 9073 LACY LAKEVIEW PD 9074 LAKE DALLAS PD 9075 LAKE WORTH PD 9076 LAMPASAS PD 9077 LANCASTER PD 9078 LEON CO SO 9079 LEWISVILLE PD 9080 LIMESTONE CO SO 9081 MANSFIELD PD 9082 MCGREGOR PD 9083 MCKINNEY PD 1023 MCLENNAN CO SO 9084 MED STAR EMS 9085 MESQUITE PD 9086 MEXIA PD 9087 MIDLOTHIAN PD 1024 MINERAL WELLS PD 1025 MONTAGUE CO SO 9088 MURPHY PD 1040 NAS/JRB 9089 NAVARRO COUNTY SO 1041 NCTCOG TRAINING CENTER A 1043 NCTCOG TRAINING CENTER B 1044 23
NETCOM (Keller, Westlake, Southlake and Colleyville) 9091 NRH PD (Richland Hills, Watauga, and Haltom City) 9092 PADUCAH PD 9093 PALO PINTO COUNTY SO 1026 PANTEGO PD 9094 PARIS PD 9095 PARKER COUNTY SO 1027 PLANO PD 9096 PROSPER PD 1028 RICHARDSON PD 9097 RIVER OAKS PD 9098 ROANOAK PD 9099 ROBERTSON CO SO 9100 ROBINSON PD 9101 ROCKWALL COUNTY SO 1029 ROCKWALL PD 1030 ROWLETT PD 9126 SACHSE PD 1042 SAGINAW PD 9102 SAMSON PARK PD 9103 SEAGOVILLE PD 1031 SHEPPARD AFB 9104 SOMERVILLE COUNTY SO 1032 SPRINGTOWN PD 1033 STEPHENS CO SO 9105 STONEWALL CO SO 9106 STPEHENVILLE PD 1034 SWRCC (Duncanville, Desoto, Cedar Hill) 9107 TARRANT CO FIRE ALARM 9108 TARRANT CO SO 9109 TERRELL PD 1035 THE COLONEY PD 9110 THROCKMORTON CO SO 9111 UNIVERSITY PARK PD 9112 UTD @ RICHARDSON 9113 VERNON PD 9114 WACO FD 9115 WACO PD 9116 WAXAHACHIE PD 1036 WEATHERFORD PD 1037 24
WESTOVER HILLS PD 9117 WESTWORTH VLG PD 9118 WHT SETTLEMENT FD 9119 WHT SETTLEMENT PD 9120 WICHITA FALLS PD 9121 WILLCO SO 9122 WILMER PD 1038 WISE COUNTY SO 1039 WOODWAY PD 9123 WYLIE PD 9125 YOUNG CO SO 9124 25