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Dial 100: Police Response System - Cheena Shekhawat - ContactCenterWorld.com Blog

Dial 100: Police Response System

Having police protection in the workplace is often a safety measure that may deter the criminals. In emergency, people generally attempt to contact the local police station to get police services. But contacting right police station or right police officer is always a big challenge in the present time.

Dial 100 is meant to take prompt action by sharing the information received through phone calls with the concerned police station or police officer. Aria Telecom has Dial 100 service, to help people connect to the police and get police assistance anytime, anywhere. "DIAL 100 Police Response System" is a simple CAD (Computers Aided Dispatch) System to handle public calls for police response.

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Objective:

To create fully integrated communication and controlled ‘Police Response System'; and

To enable the general public to make emergency calls for getting prompt and effective police services.

How it works:

Aria Telecom provides a flexibility to create your own CRM. First time call will land on Aria System.  An option has been provided in the CRM to enter call dispositions, where agent will choose name of the Police Station, Police Officer etc. SMS will get dropped on the basis of selected dispositions by the agent. As soon as the complaint gets resolved by the Police Officer, he will send an update to the agent(s).  Search option shall be provided as agent will search  the complaint number and shall  update the latest remark & close the complaint. 

Advance features of Aria UCS Dial 100- Unified Communication System:  

  • The automated 'Dial 100 System' handles calls incoming from PSTN, GSM/CDMA/WLL Media.
  • It will have two call takers, two dispatchers and one supervisor console. Supervisor console shall be able to work as call – taker in case of need.
  • Facility for GPS-enabled Automated Vehicle Tracking System (AVTS) shall be available.
  • The PA (Police Assistance)-100 operator and dispatcher positions should be equipped with facility to add text in English to the Incident Sheet.
  • The System shall be integrated with the Telephone databases to get the address of the caller.
  • The System shall be integrated with the centrally integrated Digital Voice Logging System in addition to the individual recording of calls.
  • All possible online/ offline reports shall be available in tabular form.

Call Centre 

Automated Dial 100 System has various call center facility. All the PA-100 calls will be directed to the call center. Ring of the distress caller’s phone should ring on PA-100 operator’s head set and also flash on the screen simultaneously on the concerned dispatcher screen in case of an emergency call.    

dial-100_29_10_2015

Call taking and data Input:- The role of a  call taker is very important because it is the source which has to communicate through people who are in trouble and has to feed all details fetch from them in database of Police Dial-100 Systems. The default timings will be provided to call taker to fill all the details correctly in the system. This is the person who has to act very actively because they have to listen to people’s problem and pass all the information accordingly to Police officers who are on duty to act instantly.

Emergency Case:-An emergency is a situation poses at immediate risk and are about to Control In frequent mode…In that call taker will automatically has to increase their response time with filling up minimal details of people (Like Event& Location)The dispatcher will  be informed with all an updated status. There will be further action to be conferencing system through which dispatcher gets directly in touch with the people in trouble with further action to move properly.

Automatic call distribution system:

ACD (Automatic Call Distribution) technology automatically routes calls to phone agents based upon organizational rules. Automatic call distribution is much more comprehensive than other group or department calling.

The bidder provides ACD software for 5 agents for PA-100 operation in call centre. ACD Software must support the call routing based on caller ID, called number and skill based distribution.

System allows prioritizing of agents as well as calls in queue.

The call transfer facility is available from one position to another.

If there is an available agent that matches the call type, the call should immediately be sent to that agent. If there is no available agent, the call is placed in queue with music should become active only in case of all the PA-100 agents are busy.

Real time monitoring and report system:

The System will provide a graphical real time display and historical reporting of the calls to agents and supervisors. The System will also support flexible reporting with open database access for third party reporting. Call statistic reports, Call Status Report, Call Audit Report, Call Lost, Calls routed to PA-100, Calls routed to inquiry etc. and other reports as required by the user from time to time  will be available  for monitoring as well as taking printouts. The main and important feature is to call by call reporting as well as Event Based Call Reporting for each & every Calls.

For more information please visit: www.ariatelecom.net 

Email: cheena.s@ivrindia.net

Publish Date: November 25, 2016 12:43 PM

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