The city of Jacksonville, FL installed 60 seats of the Frequentis PROTECT™ NG 911 Call Taker platform replacing an aging system and bringing the city’s police and fire agencies into the Next Generation of map-centric call processing
PROTECT™ allows agency Call Takers to see a caller’s location prior to answering which significantly improves situational awareness for call center supervisors.
The mapping feature allows Call Takers to rapidly identify areas of high call volume related to a single incident as well as areas where a caller may be reporting a new incident. When thousands of calls are received per day information like this is critical to accurate decision making.
The Frequentis PROTECT
The Frequentis PROTECT™ also increased call processing performance for Call Takers by simplifying call transfer actions. Many calls answered by the sheriff’s department are immediately transferred to the fire department. PROTECT™ gives Call Takers the ability to transfer these calls with one button press from any call source. Previous systems require multiple actions to complete the function.
In addition, the Frequentis system provides its own NENA compliant logging Management Information System (MIS) to provide all call detail records and personnel statistics to enable cognizance and efficient management of agency resources.
PROTECT™ went into operation on November 14, 2013 at Jacksonville Fire and Rescue and February 27, 2014 at Jacksonville Sheriff’s Office and is accurately handling Duval’s call volume rate of one million calls per year. Frequentis and their partner for the Duval project, AK Associates, ensured that zero downtime occurred during transition to the PROTECT™ system.
Next Generation 911
PROTECT™ was developed specifically for Next Generation 911 in mind
PROTECT™ was developed specifically for Next Generation 911 in mind. System capabilities include full-featured Call Handling, fully integrated GIS, Call Monitoring and Intervening, Call Taker status views, Intelligent Speed Dials, enhanced Dial Plan capabilities, and Analog and VoIP gateways.
With an ever increasing number of features, PROTECT™ Call Taker fulfills the needs of small to large Next Generation 911 call centers operations. Easy maintenance is assured through secure remote maintenance access
The Next Generation 911 core PROTECT™ product line ensures that no fork lift upgrades are necessary once next generation functionality is supported by telephone providers.
IP based core
With its fully IP based core, PROTECT™ provides flexibility in deployment options e.g. call routing to remote sites for back-up -- key for large deployments such as Jacksonville Sheriff’s Office and hosting back end equipment in geo diverse locations. This provides Duval County peace of mind knowing they have a NG 911 Partner with Frequentis, not just a CPE vendor.
