Module Functionality Description
The Communication Officer (CO) module in our Emergency Response System Platform is tightly integrated with IP PBX contact center through a Computer Telephony Interface (CTI). The trunk side of the IP PBX has interface to receive the calls either through PRI channel interface or over SIP interface. Every time the call gets terminated on IP PBX from a Local Exchange, the ACD on IP PBX side algorithmically decides to connect one of the COs in a group of COs.
The CO will be provided with dual screen monitors. One monitor for processing the incident location data entry fields and the other screen for monitoring the status of field resources like vehicle, hospitals etc on GIS maps.
CO module gives a pop-up screen with the necessary data pre-filled in it. Data that can be filled at the time of pop-up are name of the caller, mobile number of caller and caller’s previous history of calls. Current location of the caller can be obtained from the telecommunication service provider through LBS module.
CO has built-in intelligence to acquire current location details through CLQ method. Based on the information provided by caller, CO can adjust the pin on GIS maps and freeze it. Complete voice conversation between the caller and CO is recorded and tagged to the incident.
CO module has built-in intelligence to identify the duplicate call, repeat call and follow up call and tag the information. Module has the facility to tag multiple calls from multiple callers received at different COs in the ERC, for the same incident.
CO can visualize all the nearby hospitals, blood banks, police stations and Fire Stations on GIS maps.
Mass causalities: Mass causalities and catastrophes are usually defined in the system when more than a fixed number (configurable) of victims are affected in a given incident. This is an important feature in Indian context as occurrence of such incidents of many victims per incident is very frequent. that COs in ERC deal with.
Multiple victims: Multiple victims in a single incident location is a common phenomenon in the Indian context. There are various configurable logical approaches built-into the system to assign the ambulances.
Social Media integration: Ability to take calls through social media like Facebook, Twitter and WhatsApp is integrated.
The CO agent shall collect the preliminary information of the type of emergency, incident location and related details from the distressed caller. Depending on the details from caller, the CO agent makes a decision to divert the caller to corresponding dispatch agent or a combination of dispatch agents addressing Medical, Police and Fire emergencies.
CO screen has facility to alert agent to complete the call within the SLA time set. All such deviations are recorded against the CO agent for further performance assessment.
CO can ascertain and transfer the information captured to any of the DO groups or combination of DO groups like Medical & Police or Medical & Fire or Medical, Police and Fire.
|1||Single Sign on||Login from any system in a multi-application environment.|
|2||Unique Incident Id||A unique incident id auto generated for each call landed at CO. The unique id series in ERC is allocated such that it can handle about a million calls (9,99,999) per day per centre.|
|3||Caller Number and Name||The CO will capture Location of the incident, Name of the victim and Contact Number (auto loaded when call lands at the CO desk). These are the two fields in which caller related information will be captured to optimize the average handling time.|
|4||Call Type & Emergency Group||1. The application is loaded with 32 different Call Types to handle different types of call scenarios (ex: Emergency Call, Enquiry Call, Mass Casualty, Wrong Call etc.) and tag them in the application for reporting.
2. The application contains three types of Emergency Groups. a. Medical, b. Police and c. Fire In case of Medical emergencies, the CO will select the Medical Group. If it’s a Police related Emergency group, then Police group will be selected and if it’s a Fire related emergency then Fire related group is selected. The combination of groups can be selected based on the assessment, like Medical + Fire or Medical + Police or Fire + Police or all the three Medical + Police + Fire.
|5||Real Time Location Integration of Caller||a. Emergency Assist System: Emergency Assist system is a safety feature that automatically alerts emergency services when the car is involved in a serious accident and sends the location of the car.
b. Procreate’s Citizen App: Procreate citizen app supports multi platforms such as Google Play store, App Store and Microsoft Store. Location details of Emergency caller through citizen app. Minimises’ CO interaction time with caller and leads to minimal ERC infrastructure and faster response time to help reduce penalties and meet SLAs.
|6||CLQ||Caller Location Query is a Procreate’s feature to generate an SMS request from CO to caller’s phone with a short URL, which “on click” sends the GPS location to CO. This feature is used for failures of LBS from the service providers in cases like number portability etc.|
|7||CLI History||Caller Line Identification History is one of the important feature available which helps the COs to identify a callwhether it is a genuine call or a nuisance call just by looking at the historical pattern of the particular caller number.|
|8||Victim's Subsequent Follow-up Call for Service||When an Emergency caller calls back to obtain the information related to the incident for which he/ she calls, then the system will automatically load the details of the incident from which the CO can provide the follow up information.|
|9||Patient Details||CO will captures the information related to the patient like Patient Name, Age, Gender and Chief complaint|
|10||Intelligent Loading of Medical Chief Complaints||Medical Chief Complaint is the complaint of the patient for which medical related emergency services are being availed. The chief complaints will be loaded based on the gender selected by the CO (Ex: If Male is selected then the complaints which are available for the females will be not loaded for selection, like Pregnancy, PV Bleeding etc.)|
|11||Call from the 108 Citizen App||Location details of Emergency caller through citizen app. Minimizes CO’s interaction time with the caller and greatly improves the accuracy of location details and leads to minimal ERC infrastructure and faster response time to help reduce penalties and meet SLAs.|
|12||Accurate Caller Location for Non-Citizen App Callers||An embedded process of acquiring caller location for non-citizen app callers with Smart phones|
|13||Duplicate Call Identification for an Incident||Multiple duplicate calls requesting for an ambulance for the same incident or filtered out by the system automatically using algorithms.|
|14||Identifying the Incomplete Disconnected Calls||Identifying the Incomplete Disconnected Calls while Data being Captured and Called again by the caller. Call may land to any CO in ERC but system has a provision to transfer the call to previous CO.|
|15||Multilingual Interface||Multilingual feature enables the CO to switch between any language between (English, Telugu and Hindi) with an ease|
|16||Integrated GIS System||• The CO application is integrated with the GIS Maps of Google or Map my India or any such providers through third party integration.
• By integrating with the GIS, the system calculates the expected time of arrival (ETA) by considering the current road traffic conditions and recommend the shortest path to reach the incident location.
• Data level integration between application screen and maps.
• As CO enters the address details of victim, maps automatically take the input of this address and points to that location.
• Ambulance Live tracking system is integrated to CO maps in real time and calculates the distance, response time for the nearest ambulance and to the other nearer ambulances. Our system shows/recommends the appropriate ALS/ BLS / PTA based on distance/ response time and the same is recorded and tagged to the incident.
• EMT/ Driver workforce integration with live maps to record the shift wise working personnel in the vehicle.
•Duplicate calls displayed on maps
|17||GIS Map based Search||Address Search and Pin point the accurate incident location on map.|
|18||List of Police Chief Complaints||Police Chief Complaint is the complaint of the victim for which police related emergency services are being sought.|
|19||List of Fire Chief Complaint||Fire Chief Complaint is the complaint of the patient for which fire related emergency services are being sought.|
|20||Incident Location Search, even when Maps are not working||Incident Location search is the most important functionality in the CO application. This is where the location of the patient will be searched. This feature is useful when current incident location coordinates are not automatically received through LBS. The application contains two ways for searching an incident location. 1. Location Search, 2. GIS Layer Search|
|21||Ease of Selecting Standard Remarks||Standard Remarks are the common remarks, which the CO can select from the drop down and save the time.|
|22||Essential CO Remarks||Custom remarks are the remarks which the CO can enter in the remark’s column, for other than the standard remarks.|
|23||Reminders||Configuring reminders to CO. CO can schedule notification/ alert/ reminder based on the need for any case|
|24||Softphone integration with GIS Maps||CO can make calls from the GIS Maps by selecting any vehicle with a single click on the map itself.|
|25||Disaster Recovery Site Integrated with Main Site||Data level integration of DR Site with main site.|