112 EMERGENCY CALL NUMBER

Transcription

1 112 EMERGENCY CALL NUMBER

2 112

3 GIS

4 PRINCIPLES OF THE SYSTEM SYSTEM ARCHITECTURE Full territorial coverage of the CR with the same level of quality. Moving the emergency call taking process from district (77) to regional Call centres (14). Emergency call reception support in foreign languages Mutual information sharing and functional back-up between call centres. Tight integration with information and communication systems for operational. Management of the Emergency Response Agencies (ERA) Data transfer between call taking centre and ERA operation centres preferred to voice The system is built over the voice and data network of the major Czech PTT operator, Telefónica O2. Moreover, Telefonica O2 operates the database of fixed telephone network subscribers used in ALI process. LEGISLATION There are three main hardware background centres. The ICT (database, GIS, application and communication servers, telephone exchange and voice recorder) installed here serve both the local call taking centre in LAN and three to four remote call taking centres connected via WAN channels. One reference data store serves for the data administration, maintenance and statistics. The Training centre is independent of the operational network. Operators are taught here in simulated environment using prepared event scenarios. Centres have 4 to 9 call taking positions depending on the population density of the home region, Prague centre has 15 positions. In sum there are 96 call taking positions in the whole system. Governmental decree to the 112 system (April 2000) Telecommunication Act (2000) Integrated Rescue System Act (2000) Governmental decree no. 2 to the 112 system (April 2002) Provisions made by the Fire Brigade General Directorate of the MOI. E112 compatible, European Commission Recommendation 2003/558/EC In line with EU ecall activities (2007) 2007 Pilot in the Czech Republic (FP6-CONNECT) 2008 Field tests in selected EU countries Pilot project ecall HeERO.

5 CALL TAKER S WORKPLACE EMERGENCY CALL TAKING PROCESS Call taking workplace is equipped with three displays. From the first one the operator can monitor and control the telephony subsystem, topography modules, classification module, event records and statuses, system parameters etc. The second one is GIS display. GIS maps and functionality are uniform in the whole country and effectively substitute former operator s personal familiarity with the territory. On the third display frequently used lists and overviews can be placed. Each of the active operators shares information with the other operators in the whole country. This way every one operator can take an emergency call with the same quality of support from his home region as well as from any other region of the country. The goal of the system functionality is to help the operator to find fast and accurate responses to the three basic questions: WHAT HAPPENED? WHERE DID IT HAPPEN? WHO SHOULD ACT TO SOLVE THE EVENT? LOCALIZATION OF THE PLACE OF EVENT (WHERE?) In the first step of the emergency call taking process the place of event is identified. Communication infrastructure of Telefonica O2 covers all the automatic number identification (ANI) issues, regardless of the network type (fixed, mobile) and operator. Thus every call coming into the system is accompanied by its phone number. CALL ROUTING AND MUTUAL BACKUP Each call is routed primarily to the call centre belonging to the region from which the call originates (primary routing). In the case that all positions of the home call centre are busy, the call is automatically rerouted to the nearest neighbouring regional call center (backup routing). Should all the centers in the country except of one are out of order, the calls are routed to the one remaining alive (default routing). Every functioning centre can thus be the backup and the default one, which results in huge redundancy and safety of the system. Fixed phone When a call comes from the fixed phone line, system issues a query parameterized by the phone number to the central PTT subscriber database, operated by Telefonica O2. If the caller is known to the database (90%), his address code is returned back and compared to the street address database (gazetteer) to get the geographic position. Finally the place of the caller is displayed in GIS. The whole process of automatic localization identification (ALI) takes a few (typically less than five) seconds. If the caller is not identified in the central register or the central register is not accessible, operator will ask the caller about the address. With help of the street topography module he can then establish place of the event using street address database of the system and display it in GIS. Telefónica Czech Republic

6 Mobile phone When a call is issued from mobile phone, the automatic localization is always approximate and dependent on the operator and on the cells density in the area. Two of the three mobile operators in the CR provide an area index to the system, while the third one provides us the central point (centre of gravity) and radius of the circle with the most probable position of the calling person. To obtain more accurate position of the mobile call in the town, the system automatically prepares an intersection of the street map with the area of probability of the mobile call position. The reduced set of streets and addresses is then proposed by topography module to the operator to find the position in dialogue with the caller. When a mobile call is issued from the highway or from the road, the operator can ask the caller for the road number, kilo meter (milestone) on the road, direction he has been riding or the name of the village or highway exit he s just passed. All the highways and important roads are described by theirs linear attributes and geographical coordinates in the system. The linear topography module helps to match these two entities and identify the mobile call position more accurately. Object topography module helps to define the caller s position by an object known to the system. After entering an object or topography entity name fragment, object topography module responses with a set of objects or entities, displaying them at the same time on the map. Operator selects the proper one according to the context of the situation. Telefónica Czech Republic EVENT CLASSIFICATION (WHAT?) To decide which component of the integrated emergency system should help to solve the situation and what power and means should be used, the operator needs to classify the particular situation. In this step, the system offers the operator a structured selection of typical situations and their classifications (type, extent, and urgency). INTEGRATED EMERGENCY SYSTEM TEAM SELECTION (WHO?) When the event is localized and classified, the system automatically proposes (applying the rules of division into districts) to which the operating center the event should be passed to handle it operating centers are selected to take over the event. The operator can change the proposal manually. PASSING THE EVENT TO BE SOLVED Further, the system automatically prepares a report for the emergency response team (fire department, the police, and health response team) that is responsible for solving the classified situation in the identified place of the event. After a complete record is saved, a data message is sent to the respective CAD system of the selected emergency response teams. The operating management of the event then becomes the responsibility of the team dispatcher. Owing to the CAD and emergency call systems, the operator is informed about the state and progress of the event (to resolve possible duplicate calls). ecall Vehicle OBU - PSAP voice and data connection established automatically in the moment of crash or panic button activation Minimal Set of Data (MSD) transferred from OBU to PSAP in the time of activation Automatic localization using GPS information Automatic classification using MSD Telefónica Czech Republic

7 LANGUAGE SUPPORT When calling foreigner speaks different language than that one in which the operator is trained, the operator can look at the list of all the other operators in the whole country actually logged in the system. Information about language skills is part of the list as well as the actual status (busy, ready or pausing) of all the active operators. If there is a free partner, the operator can establish conference call or can switch the call to the better linguistically prepared mate. DUPLICATE CALLS When there is already an event reported from the fixed address with the block number, system issues a warning to the operator in case that a new event is to be recorded at the same address within certain predefined time interval (typically half of an hour). When the duplicate event is announced from the countryside, the home operator can derive from GIS display and the set of characteristics that the event is already reported even if it has been taken by an operator from another region. After reviewing the status of the event, the operator can answer the redundant call, informing the caller on the progress of the action. VOICE RECORDING In case that there is not any free operator speaking the caller s language, there is still a chance to collect fundamental information using the Querying support module. The module offers to the operator simple questions in his native language and respective translations in selected foreign language. Questions are built to be answered by yes or no. Operator reads the question in the speaker s language (artificial voice output could be the next step) and clicks on positive or negative answer. System, according to the previous answers proposes next question and at the same time creates classification of the event. Three to six questions should be enough for basic orientation in the situation. Voice recording is performed by Voice Logging System connected to the telephone exchanges (PBX). Records are accessible from the operator s console software, so that they can be replayed locally or sent to the ERA and presented by its CAD software. SYSTEM SUPERVISION The 112 call taking system belongs to the mission critical systems. As it is moreover pretty complex and geographically distributed, it turned to be necessary to implement supervisory modules and methods. All the hardware and software components are monitored from three supervisory centres 24 hours a day. Supervising system functionality is able to warn the technical staff at the supervisory centre about abnormality in the system so that the system engineer can mend it and avoid system malfunction even before the real problem occurs

8 INTERNATIONAL AWARDS 112 Award, Emergency Call Centre European association for emergency calls (EENA) awarded project Integrated Rescue Centre (IBC) of Moravian-Silesian Region prestigious award in the category of emergency operating center. April 2014, Warsaw. EENA 112 Avards 2009, Brusel, National initiative on 112 for Czech solution of 112 system. Gold medal Fireco Information and communication system for receiving the European emergency number 112. June 2003, Trenčín VÍTKOVICE IT SOLUTIONS a.s. tel.: GSM: Cihelní 14 Výstavní 97b Ruská 60 Cejl 62 Weilova 2e Václavské náměstí Ostrava Ostrava Ostrava Brno Praha Praha 1 Czech Republic Czech Republic Czech Republic Czech Republic Czech Republic Czech Republic