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News : RIP 100! 112 is New Emergency Number

#contactcenterworld

Nagpur, India, Oct 11, 2021 -- On September 27, city police kick started the process to replace the popular ‘100’ with the globally recognized 112 after a long wait as the state faced some hiccups to implement it due to technical and budgetary issues.

The introduction of 112 would now replace the use of 100 for police, 108 for health (ambulance) services, 101 (fire) and women grievances 1090.

With the latest upgrade, the response time of the city police is set to improve by 10 minutes instead of the 25-30 minutes of the past, said city police chief Amitesh Kumar who supervised the historic transition from 100 to 112.

After 112 was introduced, city police have managed to prevent several crimes, attend emergencies promptly and also extend assistance on a quicker note.

Four minors were saved after police received information through 112 since September 27. Also, four kidnapping cases were reported, 27 cases of domestic violence against senior citizens and another 222 incidents of torture of women were reported.

After 112 was introduced, city police have managed to prevent several crimes, attend emergencies promptly and also extend assistance on a quicker note.

Four minors were saved after police received information through 112 since September 27. Also, four kidnapping cases were reported, 27 cases of domestic violence against senior citizens and another 222 incidents of torture of women were reported.

With the double call filtering mechanism at the primary contact centre and second contact centre, blank, prank and spam calls dropped to almost zero.

The daily average calls to the control room is barely 140 now from around 10,000 in the past. Substantial manpower and resources used to be wasted in the past to tackle pranks and blank calls to the police control room.

The global emergency number of 100 was being already made obsolete in India in 2019 when the erstwhile Union home minister Rajnath Singh had launched it in several states across India a couple of years back. In 2015, the telecom regulatory authority of India (TRAI) had approved the use of 112 as the universal emergency number.


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Kumar said a new command and control centre (CCC) at the control room office was set up where 15 despatchers and one supervisory officer will handle all the 112 related calls.

"Around 40 four-wheelers and 75 two-wheelers were alloted to operate as an emergency response vehicle (ERV) to teach or track down the live location of the caller. Mobile data terminal devices are fitted in all the ERVs (115)," he said.

Calls from 100 are being diverted to 112. "We will now use 100 only when there is any emergency," he said, adding, 112 is technologically more sound and offers multifarious benefits.

The CP said calls are being routed through the central command centre at Navi Mumbai. "If the calls are related to the police then the system tries to locate the vehicle closest to the spot with the help of the mobile data terminal (MDT) and alerts it with the brief details of the call content. The vehicle will reach the caller with a map guiding it and no manual calls for direction and route like in the past," said Kumar.

"The system in place is jurisdiction neutral. The nearest vehicle has to respond and reach the spot irrespective of the jurisdiction whether city or rural or any police station. Cops attending the spot would have to report back to the system regarding action taken," said the CP, adding the process of feedback and its assessment is still in its nascent stage but is developing fast.

The number 112 is pre-configured in mobile phones. "In case of latest handsets or smartphones, pressing the power button thrice would trigger the panic call while in case of older handsets the long press of ‘5’ or ‘9’ would do," he said, adding, 112 India mobile app too can be downloaded.

As per the statistics furnished by city police, 112 numbers received information relating to Covid violations too apart from 260 cases of assaults and another 282 queries regarding public services.

How 112 is better than 100

- 112 is a globally recognized single emergency number, adopted by most of European countries, common wealth nations and mapped to emergency numbers in USA and Canada

- Most of phone handsets are manufactured with pre-programmed 112 as emergency number to be dialed with single key press

- TRAI allotted this number for the purpose of single emergency number in India in May 2015

- The Govt of India decided to introduce 112, so that people travelling in other States/UTs don't need to know all local emergency numbers

- 112 is easy to remember and the only emergency number you need to remember in India

- You speak the language of the state in which you call. Else, you can provide the necessary information in English/Hindi

Advantages

- Dial 112 directly from phone
- Press power button on smartphone 3 times quickly to activate panic call
- In case of feature phone, long press ‘5’ or ‘9’ key to activate panic call
- Use 112 India Mobile App (available in Google Playstore and Apple store) to activate a panic call to ERC
- Language will not be a barrier for taking help
- From call taker to police help all event will get recorded in system
- Because of live location of caller/distress person, he/she will get help immediately.
- By dialing single emergency number 112, we will get assistance from police, ambulance, firebrigade.
- Multiplex system, i.e. multiple calls will get handled by the system
- Calls are getting diverted to 112 (except Jiom it will be donew within a week)
- Calls on an average now (Sept 27 to Oct 6) | 140
- Pranks calls/ spams get filtered at PCC(Primary contact center) & SCC(Secondary Contact Center)
- In system currently responce time is set to reduce from 30 min to 10 min
- New Command and Control Center (CCC) set up at CRO, Nagpur, where 15 dispatcher and 1 supervisory officers will independently handle 112 related calls
- Also, 40 four-wheelers & 75 two-wheeler to work as ERV (Emergency responce vehicle), provided with Mobile Data Terminal devices. Highly dedicated MPLS line used

WHAT ABOUT 100?

As all calls from 100 are diverted to 112, no need of 100 system installed at CRO. Will be used in case of emergency

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://timesofindia.indiatimes.com


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Today's Tip of the Day - Be Prepared!

Read today's tip or listen to it on podcast.

Published: Tuesday, October 12, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Hello Direct

Poly, Jabra, EPOS, JPL, Cisco, Logitech
We offer a broad portfolio of headsets to include Headsets with QD (Quick Disconnect), DECT and Bluetooth wireless headsets, USB Headsets, Zoom and Microsoft Teams Certified Headsets, UC headsets, Contact Center headsets, Work From Home headsets, hybrid work headsets, and more! We supply all headset accessories to include ear cushions, mic screens, lapel clips, training-y cables, interface cables, EHS cables, replacement parts, and more.
Hello Direct offers headset Refresh and Voice Testing Services and a new UVC Sanitize Service where we use our commercial UVC cabinets to sanitize your headsets and handsets with UVC light technology.

6.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

7.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

8.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

9.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 

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