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News : Technology to Blame for 911 Call Center Confusion


Dekalb, GA, USA, Aug 21, 2018 -- We first told you the story of a Kirkwood woman who was on hold with 911 for more than five minutes while a man was trying to break into her house on Monday.

When a DeKalb County dispatcher picked up her call, the woman was told she needed to be transferred to Atlanta’s 911 Call Center.

People who live in both DeKalb County and the City of Atlanta are using their cell phone to dial 911. Their calls are going to the nearest cell tower, which often sends them to DeKalb County’s 911 Call Center when they should be getting Atlanta Police.

"Basically, it’s a matter of building new towers," said Stephen Pierce, director of operations for IXP Corporation.

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IXP handles 911 calls and dispatching for Sandy Springs, Johns Creek, Dunwoody and Brookhaven. Pierce said the crossover problem is not unique to Kirkwood.

"We do have a cell tower in the area of Wieuca Road and Highway 9, but it actually sits in the City of Atlanta," he said.

Aside from building new towers, he said there is a fix that could be implemented.

"As you look up at a cell tower, you can see that there are generally four sides to that tower, and each sector can be cordoned off to go to a particular public safety answering point," Pierce said.

On Monday, Christian told us that she was on hold for more than five minutes during her emergency.

"We don’t generally have a wait time," Pierce said. "We try to avoid a way time by having enough call takers."

Pierce said for the last nine years, 90 percent of their emergency calls were answered within 10 seconds, though he admits DeKalb County’s call center is busier.

"All 911 centers have a queue," Pierce said. "Anytime you call 911, there’s no way to prioritize until you get that call. Then you prioritize the call depending on the type of call you tell us it is."


Posted by Veronica Silva Cusi, news correspondent

About IXP Corp:
Company LogoFor more than 20 years, IXP Corporation ( has been recognized as the company that public safety and security organizations rely on to tackle their toughest challenges. With headquarters in Princeton, N.J., IXP serves municipalities, colleges, universities, hospitals, corporations, and utilities nationwide. IXP provides a total solution methodology that incorporates governance, operations, technology, and facilities.
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2020 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
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