Should you answer your own 911 calls? 2

[Avaya911PLM]

I get asked ALL OF THE TIME if the Nortel can locally terminate 911 calls to an internal position.

Sure you can, but should you? Probably not. You may think you can provide help faster, but can you?

Here's an edited transcript of a 911 call where the dispatcher calmly controlled the situation and offered assistance. Would your internal staff have the ability to do the same?

911 Operator – where’s your emergency?

Yes this is an emergency – I have a person that needs an ambulance.

OK what’s the problem – tell me exactly what happened.

Uh – he’s just overheated – and we’ve got water on him – he’s responsive and he’s got a big rapid pulse but

Are you with him right now?

Yes – I’m trying to control his breathing – I’ve got several adults helping me and then I have his dad here as well

How old is he sir?

Uh he’s 15

Is he conscious?

Yes

Is he breathing?

Yes – he’s breathing – yeah – he’s going – kinda of going in and out on us though

Is he completely awake?

Uh – he keeps going – yeah he’s awake – we’re trying to get him to open his eyes right now – he’s got a rapid pulse

Give me one second sir I’m updating the paramedics right now

OK sir does he have any history of heart problems?

Uh no –

Does he have any change in his skin color?

Uh – no – he’s a little white

I’m sorry

He’s a little white

OK now I want you to touch his skin and I want you to tell me what his skin temperature is - is it hotter than normal – normal – or colder than normal

Uh – it’s probably normal but we’ve got water going on him right now

OK sir we’re sending the paramedics out right now but I want you to stay on line because I’m going to tell you exactly what you need to do OK?

OK

For heat exposure you need to remove him from any sources of heat

OK

You need remove his outer clothing

OK

Apply cool water to the entire skin surface while fanning

OK

And turn on an air conditioner or fan if you have one
Reassure him that help is on the way – please do not let him have anything to eat or drink because it could make him sick or cause problems for the doctor

OK

He needs to rest in a comfortable position and wait for help to arrive

OK

I want you to watch him very closely – please have someone watching to meet the paramedics

OK

Have you removed his outer clothing sir?

Yes we have

Socks - shoes - everything?

Yep everything

OK sir they’ve already been dispatched out – OK?

OK – thank you

Thank you

OK bye

--
Fletch

Nortel Emergency Services PLM

http://nortel.com/e911

Check out this month's E911 Talk podcast at Nortel E911 Talk Podcast

 

[marcuspb]

As far as why you shouldn't set something like this up. The word liability comes to mind.

In a few more words; From a legal standpoint, Someone, somewhere is probably going to want to know why the 911 call either never left the building, or was delayed when "Joe the plumber" either realized he was having a heart attack and dialed "911" and then later died!

Or that when Joe the plumber, still upset about the election outcome, was about to shoot somebody because he didn't agree with how the re-distribution of a left over pizza was going.

Having Emt's, Paramedics, ECA's, Rent-a-Cop's or whatever onsite is wonderful, and using E911 they should be notified that there has been a 911 call placed from within their facility IN addition to the call going to PSAP.

I agree a ton of 911 facilitated calls could be handled onsite and or aren't actual emergency's but you'd better be prepared to answer some tough questions when all of a sudden what seemed like a good solution to nuisance 911 calls turns into something that could affect you for many years to come.

 

[roupe]

WE have some large customers who route their 911 calls to their Security Dept With ESA (Emergency Services Access) software the 911 dialed digits can be sent to another dn in the pbx. If the cust wants to send the 911 calls to the PSAP then a key on a set can flash and signal the owner that someone in their system has dialed 911. Pressing the key displays the ext and calls that ext.

 

[Avaya911PLM]

And although the OSN key displays WHO called, it doesn't give any information about location.

5.00 addresses this with specific ERLs and Location descriptor fields.

Also checkout

http://locate911n.com

for a FREE software application called LENS that allows screen pop alerts!

--
Fletch

Nortel Emergency Services PLM

http://nortel.com/e911

Check out this month's E911 Talk podcast at Nortel E911 Talk Podcast

 

[Pir8Radio]

And although the OSN key displays WHO called, it doesn't give any information about location."



It does if you put the location under DES of the phone. We do that here. FL2RM306 or B3F43R21 floor 2 room 306, building 3 floor 43 room 21.

 

[GHTROUT]

How did you fit those 8 characters in a 6 character field?


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[Johnthephoneguy]

Our internal staff cant even keep cars from getting catalytic converters stolen during the day even with cameras and patrol cars, I wouldn't want to trust them with life or death situations lol

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[Avaya911PLM]

How did you fit those 8 characters in a 6 character field?

Exactly Gene, you can't. DES is inadequate and cryptic. When it was all that was there you made due. With R 5.00 and higher, the ERL concept adds in 2 20 character fields ERLLOC and ERLSITE.

This allows you to have very specific information that can be displayed on OSN Screen pop applications:

|           | Prime |        |     |                     |                        |     |     |      Location      |MAN ND |
|     TN    |  DN   |  Type  |State|        HWID         |      Signaling IP      | ERL | ECL |    Description     |UPD UPD|
|-----------+-------+--------+-----+---------------------+------------------------+-----+-----+--------------------+---+---|
|104 0 10 9 |   6473|1220    |REG  |180019e1e70773662a   |192.168.1.121:5000      |   12|    0|BLDG 14 - Room 311  |NO |NO |
|--------------------------------------------------------------------------------------------------------------------------|
|104 0 10 10|   6474|1230    |REG  |180019e1e70902662a   |192.168.1.124:5000      |   11|    0|BLDG 14 - Room 206  |NO |NO |
|--------------------------------------------------------------------------------------------------------------------------|
|96  0 0  18|   6218|2210    |REG  |3000907a06d9d56612   |192.168.1.91:5000       |  750|    0|WRLS CONFIRM LOC    |NO |NO |
|--------------------------------------------------------------------------------------------------------------------------|
|96  0 0  5 |   6111|2002P2  |REG  |18001bbafae6206602   |192.168.1.120:5000      |   14|    0|BLDG 14 - Room 622  |NO |NO |
|--------------------------------------------------------------------------------------------------------------------------|
|96  0 0  8 |   6201|2004P2  |REG  |18001bbaf494626602   |192.168.1.117:5000      |   14|    0|BLDG 11 - Room 623  |NO |NO |
|--------------------------------------------------------------------------------------------------------------------------|

Or in the TTY Output:

OSN000 CUST 0  911 CALL ALERT


TIME: 16:09:33  NOV 08, 2008
NAME: Michael Winston
ORIG DN: 6100
SITE: NORTEL 911 PLM LAB
LOC: BLDG 14 - Room 205

DES: PBX201
SET: IP SET
ERL: 1
TER RTMB: 8-8  ACOD: 2900008
CALLED#: 911
CALLING#: 5556502

OSN000 RECORD END

This is why the OSN key is not useful. Way too much information to be displayed on the telephone.




--
Fletch

Nortel Emergency Services PLM

http://nortel.com/e911

Check out this month's E911 Talk podcast at Nortel E911 Talk Podcast

 

[johnpoole]

all i usually have to do is mention that if the cust wants to answer 911 internally they better have a great lawyer.. it's not if they are going to get sued, it's when and for how much..

we are working on a e911 roll out now, as of today you can dial 9,911 from most phones but the response team gets just one address.. and this is a large campus, with one remote 15 miles away..

john poole
bellsouth business
columbia,sc