Positron Power911 5.5 User Guide

Positron® Power 9-1-1®
Version 5.5
User Guide
D10045/E
Publication Information
Publication Information
© 1995 – 2013 Intrado Canada Inc. All rights reserved.
Positron® Power 9-1-1® Version 5.5.3 User Guide
Part number: D10045/E, Rev. 6
Publication date: May 31, 2013
Document Template: Revision 1.7
Published By
Intrado Canada Inc.
7150 Alexander-Fleming
Saint-Laurent, Qc H4S 2C8
Canada
Telephone: 514-340-3300
www.intrado.com
Trademarks
Intelligent Workstation (IWS)®, Positron® IAP/PC®, Positron® Power 9-1-1®, Positron® Power MAP®,
and Positron® Power MIS® are registered trademarks of Intrado Inc. and are used under license.
Intrado® ClearStats™, Positron® ALI Database™, Positron® Desktop Power MONITOR™,
Positron® ePrinter™, Positron® IAP Plus™, Positron® Incident Card Viewer™,
Positron® Integrated Telephone & Radio Recorder (ITRR)™, Positron® IWS Alarm Server™,
Positron® Key Service Unit™, Positron® Life Line 100™, Positron® Local ICM™,
Positron® Location Manager™, Positron® Power MONITOR™, Positron® Regional MIS™,
Positron® Remote ICM™, Positron® Remote Update™, Positron® Sentry CPE Manager™,
Positron® SIMS™, Positron® SONIC™, Positron® Telebridge™, Positron® VIPER™,
Positron® VIPER Update™, Positron® Wireless ALI Formatter™, Positron® XDC™,
Positron® XML ALI Server™, and Positron® XML-ALI Bridge™ are trademarks of Intrado Inc. and are
used under license.
A9-1-1® is a registered trademark of West Corporation and is used under license. A9-1-1® Connect™
and Intrado® Location Discrepancy Tracker™ are trademarks of West Corporation and are used under
license.
Positron® is a registered trademark of Positron Inc. and is used under license.
All other trademarks are the property of their respective owners.
Confidentiality Notice
All right title and interest in and to the Power 9-1-1® software (the “Software”) and Power 9-1-1® User
Guide, including all proprietary rights, therein including all patent rights, trade secrets, trademarks and
copyrights, shall remain the exclusive property of Intrado Canada Inc. No interest, license or any right
respecting the Software and Power 9-1-1® User Guide, other than expressly granted in the Software
License Agreement governing the use of the Software, is granted by implication or otherwise.
Disclaimer Notice
This document is subject to change without notice.
ii
Customer Support
Customer Support
If there is a problem that your technical support department cannot resolve,
contact Intrado’s Technical Customer Support department:
 United States and Canada: 1-800-361-2596
 International: +1 720-494-6636
About This Guide

This guide introduces Positron® Power 9-1-1® and explains how to use it to
process emergency calls.
Because Positron® Power 9-1-1® is a highly flexible and configurable tool, the
appearance and functionality of your work screen may vary from what is shown in
this guide; the basic concepts, however, apply to all configurations.
Some features described in this guide may not be available at your site. Ask your
system administrator for details.
NOTE For touchscreen users:

The touchscreen version of Power 9-1-1 functions the same as the regular mode,
except that you tap elements on the screen, instead of using a mouse to click
them.
When reading this document, substitute “tap” for “click”; and “double-tap” for “double-
click.” When a procedure specifies a right-click action, tap the toolbar button configured to
enable right-click emulation.
Audience
This guide is intended for system administrators and PSAP managers.
Related Documentation
 Positron® Power 9-1-1® Setup and Administration Guide: Describes how to
install, set up, and maintain Power 9-1-1® as part of a complete emergency
treatment system. P/N: D10044/E
 Positron® Power 9-1-1® Applications Guide: Describes how to integrate
Power 9-1-1 with other Intrado products, third-party products, and telephony
systems. P/N: D10046/E
iii
Style Conventions
 Positron® Power 9-1-1® Configurator User Guide: Describes how to configure

Power 9-1-1 to suit a site’s needs. P/N: D10043/E
 Positron® VIPER™ Software Reference Guide: Describes VIPER voice mail
features and how to connect to your voice mailbox from the Power 9-1-1 GUI.
PN: D10028/E
Product manuals are available on Intrado’s documentation CD. To place an order,
contact your customer service representative.
Style Conventions
Mouse Actions
Click Click the left mouse button.
Double-click Rapidly click the left mouse button twice without moving the mouse.
Right-click Click the right mouse button.
Select Click an option, list entry, check box, or other object to specify a
setting, or to mark the object that an action will be performed on.
Typically, when you select a list or table entry, that entry is highlighted.
Drag and drop Click an object and hold down the left mouse button while you move
the mouse to drag the object to its new location. Release the mouse
button.
Scroll If a table or text display contains more material than can fit in the
display, click and hold the left mouse button on a scroll arrow
( ) to move horizontally or vertically through the material.
If your mouse has a wheel, you can click inside the display, then move
the mouse wheel up or down to perform a vertical scroll.
Point to Used when referring to menus that have sub-menus.
Position your cursor on a menu entry with a right arrow () to display
the sub-menu.
Keyboard Actions
Computer keyboard keys that you must press appear in upper case. For example:
1. To exit the application, press CTRL+ALT+F4.
Bold Font
In procedures, key information appears in bold. For example:
iv
Document Revision History
 Select Center from the Tools pop-up menu.

 Type D:\setup.exe.

Version 5.5, Revision 6
This revision includes changes related to Power 9-1-1 v5.5 SP3, FR-003407.
Chapter or Section Changes
Section 1.5.5 New screen capture of the Database Request panel
Section 2.1 New: talk indicator on queue button can be configured to flash green
when someone has barged in on a call
Section 2.1.4 Feature button can be configured for recording playback to caller
feature
Section 2.14 New: Blind transfer (without consultation) using Dial Entry
Section 2.16.1 New: Sharing playback recordings with a caller
Section 2.20 Update: Nigh Service description
Section 6.1  User can playback call recording locally or remotely
 The Call: Abandoned Calls list can show the number of times a
telephone number has left an abandoned call
 The Call: ALL (PSAP) Recorded Calls and Call: All (PSAP)
Released Calls lists can be used to play back recorded
conversations remotely
 New Calls lists columns: Call Source and Conference ID
Section 8.2  Update: remote play back call recordings

This revision includes changes related to Power 9-1-1 v5.5 SP3.
Revised Chapter Changes
or section
Section 1.5 Standard telephony features include voice mail
Section 1.5.6  Lists Module can be updated with up to four pages of lists
 Updated screen capture
Section 2.2 Updated procedure: “To turn sound on or off for a device”
Section 2.6 Updated procedure: “To make a call using a queue button”
v
Revised Chapter Changes

or section
Section 2.11  Updated:
 “To mute a call from the GUI”
 “To resume conversation with the caller”
 New: “To mute a call using a USB headset”
Section 2.13 New note about the ‘no hold’ feature
Section 2.13.4 New: “To disconnect one or more participants from a conference”
using the Conference Manager panel
Section 2.21 Updated voice mail access procedure
Section 5.7 Moved section “Using the Data Viewer” to the Power 9-1-1
Setup and Administration Guide.
Section 6.1  Modification: Lists Module can be configured with up to four
pages of lists
 Updated the List Module figure
 Updated Table 5 “List Module List Type Descriptions”
Section 6.1.1  This sub-section contains one table for each list type
 New List Type Agent columns: Call Source, and Route
 New List Type Related Calls column: Route
 New: Call State for Related Calls list type includes DIAL TONE
and PROC
 New List Type Incident columns: Call Source, Duplicate
Abandoned Number, and Route
 New List Type SMS column: Incident type
Version 5.5, revision 4

This document release includes updated publication information, and a new
International Technical Customer Support telephone number.
vi

This revision includes changes related to Power 9-1-1 v5.5 SP2.
Revised chapter Changes
or section
Throughout VIPER CAD is referred to as Tiburon DispatchNow CAD™
Section 2.1.4 New: a feature button can be configured for the Night Service feature
Section 2.5 Note: the Displaying ACD Queue feature button is currently only
supported in a Single-Node VIPER system
Section 2.8 New screen capture: clearer description of the hold indicator and the
hold status indicator
Section 2.14 Note: Intrado does not recommend blind transfers for emergency
calls
Section 2.20 New feature: “Using Night Service”
Section 2.21 New feature: “Using Voice Mail”
Section 3.5  Section “Performing an ALI Lookup” is changed to “Performing a
Database Request”, and has been merged into section
“Database Request Panel”
 Section “Database Request Panel” is revised
 New: When you perform a database request, depending on the
configuration, the default DBR or Advanced DBR panel will
appear
Section 3.11 When the retransmitted location information is received with no
change, the counter (or timer) does not change
Section 3.15 You can manually validate aliases (in addition to addresses, common
places, and intersection)
Section 9.2 Click ALT+Q in the Location Module to open the Database Request
panel

This revision includes the following changes:
or section
“Publication Revised
Information”
Throughout Positron changed to Intrado
vii

or section
Section 1.6 Error messages described: Hook Device Not Found, Hook
Equipment Down, Line Device Not Found, Line Equipment Down,
Phone Device Not Found, Telephony Link Out of Service
Section New log on screen capture

Document created for first release of Power 9-1-1 version 5.5. The following table
shows changes made to the document since its last release (version 5.4):
or section
Section 2.1.1 Queue buttons can now be associated with line pools, routes and
route pools.
Section 2.6.1 Added the section “Making Outgoing Calls using OutDial Modes.”
Section 2.10 Added the following note: Call forwarding is not supported for
processing ACD calls.
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Contents
Publication Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ii
Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
Style Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv
Document Revision History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
Chapter 1 – The Basics

1.1 About Power 9-1-1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
1.2 About Telephony Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
1.3 Logging On and Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
1.4 Changing Your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
1.5 The User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
GUI Layouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
The Toolbar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Message Board Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Incident Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Location Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Lists Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Telephony Module. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
SMS Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Transfer Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
System Information Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Virtual Wallboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
1.6 Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
1.7 Processing a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Chapter 2 – Handling Calls

2.1 Telephony Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
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Contents
Queue Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
ACD Queue Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
SMS Queue Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Feature Button Panel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Display Boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Dial Entry Keypad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
2.2 Volume Control Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
2.3 Call Control: Receiving and Blocking Voice Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
VIPER ACD Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Nortel ACD Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Avaya ACD Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
2.4 Answering Voice Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
2.5 Displaying ACD Queue Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Using the Virtual Wallboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
2.6 Making Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Making Outgoing Calls using OutDial Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
2.7 Making a TTY Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
2.8 Putting Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Retrieving Calls From Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
2.9 Parking a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
2.10 Forwarding Administrative Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
2.11 Muting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
2.12 Using Redial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
2.13 Setting up Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Setting Up a Standard Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Setting Up a ‘No Hold’ Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Setting Up a Conference Using Call Patch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Canceling or Re-Establishing a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
2.14 Transferring Calls Using Dial Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
2.15 Releasing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
2.16 Recording Conversations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Playing Back a Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
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2.17 Handling SMS Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Working with SMS and Voice Calls Together . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
2.18 Communicating by Radio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
2.19 Recording Personal Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
2.20 Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
2.21 Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Chapter 3 – Location Module

3.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
3.2 ALI Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
3.3 CPI Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
3.4 ILI Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
3.5 Database Request Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Performing a Database Request. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
3.6 Address Details Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
3.7 Premises Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
3.8 TTY Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
3.9 Tagging Inaccurate ALI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
3.10 Performing a Manual ALI Retransmit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
3.11 ALI Retransmission for Wireless Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
3.12 Changing Calling Party Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
3.13 Changing Incident Location Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
3.14 Printing Location Module Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
3.15 Validating Locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Manual Validations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Address Validation Using the Positron Location Manager . . . . . . . . . . . . . . . . . 140
Manual Address Validation Using MOSAG-GIS . . . . . . . . . . . . . . . . . . . . . . . . . 144
Manual Intersection Validation Using MOSAG-GIS . . . . . . . . . . . . . . . . . . . . . . 145
Manual Common Place Validation Using MOSAG-GIS . . . . . . . . . . . . . . . . . . . 147
Validating Locations with MOSAG-DB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
3.16 Performing On-The-Fly Address Validations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
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3.17 Accessing Premises Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

3.18 Handling a TTY Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Chapter 4 – Incident Modules

4.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
4.2 Creating Incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Creating Duplicate Incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
4.3 Changing the Language of Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
4.4 Changing the Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
4.5 Assigning a State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
4.6 Accessing Standard Operating Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
4.7 Linking Incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Chapter 5 – Transfer Module

5.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
5.2 Agency Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Changing Agency Assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
5.3 Extended Agency Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
5.4 Agency List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Using the Agency List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
5.5 Contact List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Using the Contact List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
5.6 Selected Agencies List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
5.7 Performing Call Transfers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
5.8 Performing Data Transfers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
5.9 Monitoring Data Transfers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Chapter 6 – Lists Module

6.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
List Type Column Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
6.2 Changing the List Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
xii
Contents
6.3 Changing Display Characteristics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

6.4 Performing Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Chapter 7 – Message Board Module

7.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Compose Message Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
7.2 Sending Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
7.3 Receiving Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Chapter 8 – Supervisor/Administrator Features

8.1 Call Supervision Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Barging In on a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Listening in on Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Joining a Conversation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
8.2 Playing Back Call Recordings (Remote Playback) . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Chapter 9 – Programmable Keys and Keyboard Shortcuts

9.1 Programmable Function Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
9.2 Keyboard Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
xiii
Chapter 1
The Basics
This chapter contains information on

the following topics:
 About Power 9-1-1
 Logging on and off
 About telephony systems
 The user interface
 Error messages
 Processing a call
 Accessing Voice Mail
 Changing your password
Chapter 1 - The Basics
1.1 About Power 9-1-1

Call-takers and dispatchers use Power 9-1-1 to answer emergency calls, create
incidents, access procedural and site information, record calls, and transfer calls.
It is also used by supervisors to monitor call-taking activities.
1.2 About Telephony Systems

There are two basic types of telephony systems.
Shared Line
Incoming calls ring on all workstations. The first call-taker that clicks a ringing line
button first answers the call, and other call-takers see the line status as Busy.
Automatic Call Distribution (ACD)
ACD distributes incoming calls to appropriate answering positions. This ensures
that the PSAP workload is evenly distributed, and means that each call rings on
only one workstation.
1.3 Logging On and Off

When you turn on your computer and log on to the network, the Power 9-1-1 logon
dialog box appears automatically.
NOTE If you have administrative rights, you can start Power 9-1-1 from the Windows
Start menu. Click the Windows Start button, point to Programs > Positron, then
click Power 9-1-1.
2
Logging On and Off
 To log on to Power 9-1-1

1. In the Power 911 logon dialog box, enter your user name and password.
If your system is configured with user roles, select a value from the
Role drop-down list.
2. Click Log on.

The Power 9-1-1 GUI appears.
 To log off from Power 9-1-1

1. Click the Exit button on the toolbar, or press ALT+F4 on your keyboard.
The Power 9-1-1 Log on dialog box appears.
2. You have two options:
 If another operator wants to use the workstation, they can enter their user
name, password, and role, then click Log on.
 If you want to exit Power 9-1-1, click Shutdown.
3
1.4 Changing Your Password

 To change your password
1. Click the About button in the System Information module.
2. Double-click the Agent Password row.
NOTE If the About tab does not contain an Agent Password row, your system is not
configured to allow password changes. See your system administrator.
The Change Password dialog appears.

3. Enter you current password; enter and confirm your new password, and click
OK.
4
The User Interface
1.5 The User Interface

The graphical user interface (GUI) can be configured with these features:
 Automatic number identification (ANI)
 Automatic location identification (ALI)
 Incident creation: Used to enter and display incident information
 Standard telephone features, including call transfer, conferencing, accessing
voice mail messages, and the ability to make outgoing calls
 Voice recording
 TTY capabilities (for communicating with hearing- or speech-impaired callers)
 Database queries (to retrieve incident information)
 Manual ALI searches
 A message board for sending and receiving internal messages
 A panel used to record custom greetings
 Volume control for audio devices
 Access to premises information and standard operating procedures (SOPs)
 Address validation using MOSAG or Positron Location Manager (PLM)
 Display of system messages
 Pop-up hints that appear when the cursor is positioned over a button
 Multiple-language support for GUI text
5
1.5.1 GUI Layouts

Your system administrator can determine how GUI modules are positioned and
which components they contain. Intrado provides three default layouts that can be
modified to create custom GUIs:
 Default layout with Incidents: Designed for call-takers. Includes the Incident
module, used to record information about emergencies.
 Default layout without Incidents: Designed for sites where emergency
information is gathered using an external (CAD) application. Does not have an
Incident module.
 Default layout with Touchscreen: Designed for touchscreen monitors, with
larger buttons that are easier to tap. Does not have an Incident module.
Figure 1: ‘Default Layout with Incidents’ GUI
6
The User Interface
Figure 2: ‘Default Layout Without Incidents’ GUI
7
Figure 3: ‘Default Layout Touchscreen’ GUI
8
The User Interface
1.5.2 The Toolbar

The features that can be accessed from the toolbar depend on how your system is
configured. Buttons can be programmed to:
 Clear or print incident information
 Create a new incident with a predefined incident type
 Assign an incident type
 Start applications such as Power MAP or Positron ITRR
 Open panels (such as the Agency List or Contact List)
 Simulate a right-click action (for touchscreen GUIs)
 Perform an on-demand ALI dump to CAD
Figure 4: Toolbar
• Buttons are configurable
• When you position your cursor on a button,

a pop-up describes what the button does
1.5.3 Message Board Module

This module is used to send messages between workstations. When a message
is received, the module shows who sent the message, what time it was sent,
whether it is urgent, and whether incident information is attached. For details, see
Chapter 7, “Message Board Module” on page 221.
Figure 5: Message Board Module
9
1.5.4 Incident Modules

When a 9-1-1 call is received, these modules are used to collect information from
the caller (which is subsequently recorded in the Incident Detail module), and to
assign an incident type and priority. For details, see Chapter 4, “Incident Modules”
on page 155.
Figure 6: Incident Modules

Incident Information Module
Incident Detail Module
10
The User Interface
1.5.5 Location Module

When a 9-1-1 call is answered, information is displayed in the ALI, CPI, and ILI
panels so that the call-taker can confirm that Power 9-1-1 has the correct address
for the caller, and for the incident.
The location module contains buttons used to:
 Tag incorrect ALI database records
 Request a retransmission of ALI information
 Open the Premises Information panel (see Figure 8 on page 12)
 Open the TTY panel (see Figure 9 on page 12)
 Perform an ALI lookup in the DBR panel (see “Performing a Database
Request” on page 126)
 Open the Address Details Panel (see “Address Details Panel” on page 129 in
Chapter 3)
 Print the information displayed in the ALI, CPI or ILI panel
For details, see Chapter 3, “Location Module” on page 119.
Figure 7: Location Module
11
Figure 8: Premises Information Panel
Figure 9: TTY Panel
12
The User Interface
Figure 10: DBR Panel
1.5.6 Lists Module

This module can be configured with up to four pages of lists that are used to:
 Monitor active calls and incidents
 Access recordings of past calls
 Ring back abandoned calls
 Retrieve call and incident records from the Power 9-1-1 database
Supervisors can use lists to:

 Monitor call-taker and PSAP activity
 Silently monitor calls, and barge in on calls
For details, see Chapter 6, “Lists Module” on page 197.
13
Figure 11: List Module

Indicator lights up when there is at least one record available
Click to display
List Type
Click column heading

to display records from
ascending to descending
order
Records related to agent,

calls, incident, or SMS
Use scroll to display

other columns
Click arrows to go to the next page Total number of records
14
The User Interface
1.5.7 Telephony Module

This module is used to perform basic call-taking activities, such as answering calls
and placing them on hold, making outgoing calls, and setting up conferences.
The module can be configured with as many as six queue buttons. Each queue
button can be configured to access a Line panel, which provides access to as
many as 150 individual lines (via corresponding line buttons). See Figure 13 on
page 16 for details.
Modules for systems with ACD contain feature buttons that are used to perform
functions related to the ACD queue, and control call recording and radio
communication.
For details, see Chapter 2 “Handling Calls” .
Figure 12: Telephony Module
15
Figure 13: Line Panel
16
The User Interface
1.5.8 SMS Module

This module is used to handle text message requests for 9-1-1 responses.
See “Handling SMS Calls” on page 106.
Figure 14: SMS Module Update
Help
Car accident
1.5.9 Transfer Module

This module is used to:
 Specify primary and secondary responders for an incident (using the Selected
Agencies list – see Figure 16 on page 18)
 Transfer calls and data to agencies using agency buttons in the Transfer
module or the Extended Agency panel (see Chapter 5, “Transfer Module” on
page 173)
 Monitor data transfers (using the Data Transfer Status panel – see Figure 17
on page 19)
 View agency contact information in the Agency Details panel (see Figure 18
on page 19)
 Enter personal contact settings using the Contact Details panel (see
Figure 19 on page 20)
 Speed-dial agencies using the Agency List (see Figure 20 on page 21) or the
Extended Agency Panel (see Figure 22 on page 22)
 Speed-dial specific agency personnel using the Contact List (see Figure 21
on page 21)
17
Figure 15: Transfer Module (for details, see Chapter 5)
Figure 16: Selected Agencies List (for details, see “Selected Agencies List” on
page 188)
18
The User Interface
Figure 17: Data Transfer Status Panel (for details, see “Monitoring Data
Transfers” on page 194)
Figure 18: Agency Details Panel
To access this panel, see “To display agency details” on page 183.
19
Figure 19: Contact Details Card

(for details, see “To add a record to the Contact List” on page 185)
20
The User Interface
Figure 20: Agency List (for details, see “Agency List” on page 179)
Figure 21: Contact List (for details, see “Contact List” on page 184)
21
Figure 22: Extended Agency Panel (for details, see “Extended Agency Panel”
on page 178)
22
The User Interface
1.5.10 System Information Module

This module:
 Displays information about the user currently logged on to the workstation
(user name, role, workstation ID).
 Indicates the date and time.
 Displays error messages and provides a log of system messages.
 Provides information on the workstation’s health.
Figure 23: System Information Module
Click the History, Alarm, or About buttons

System Message Bar: to open the System Information module
Icon indicates message importance
Status Bar
User’s log on name Current date Current time
Message importance icons:

Warning
Alarm indicator reflects state of highest-priority alarm:
Error Yellow = warning
Red = critical
Information Flashing yellow or red = new alarm detected
23
 The Messages tab contains system messages, listed from the most recent to
the oldest. The number of messages listed is configurable. When the display
limit is reached, new messages replace the oldest ones.
 The Alarms tab lists active system alarms (identified by a yellow or red dot
icon), as well as those that have been cleared since the tab was selected
(green dot icon). When you exit the tab, records for cleared alarms are
deleted.
24
The User Interface
 The Health tab lists system parameters that provide a summary of how the
workstation is functioning. Unresolved problems are flagged with a red
dot icon.
 The About tab shows log on information for the current user, and the
Power 9-1-1 software version.
25
1.5.11 Virtual Wallboard

NOTE This feature requires the installation of additional software/hardware
components, including the Power 9-1-1 Desktop Wallboard software license
(P/N 913133/version_number).
This module displays a summary of agent and call statuses to provide an

overview of the level of activity on ACD queues. It is available in Meridian 1,
CS1000 PBX, or DMS Centrex PBX environments, and can be located anywhere
on the Power 9-1-1 GUI.
The virtual wallboard displays:
 The number of calls waiting in the skillset queue.
 The number of agents logged on under the skillset.
 How long (in seconds) that the oldest call in the queue has been ringing.
 Overflow: The number of calls that have been redirected from another skillset
queue.
The module can be configured with three thresholds (green, amber and red).
Column background colors change when a threshold is reached. This helps users
to quickly recognize which queues require additional call-taking resources.
Figure 24: Virtual Wallboard for Police and Fire Skillset Queues
26
Error Messages
1.6 Error Messages

If you receive an error message, try to resolve the problem using the information
in Table 1. If the problem persists, contact your system administrator immediately.
Table 1: Error Messages (Sheet 1 of 2)
Error Message Action
ACD Log on Failed! Try to log on again by clicking the unlit ACD Log On
feature button. If the logon fails again, contact your
system administrator.
Agent already logged on You are currently logged on at another workstation. Log
off from that workstation, then log on to workstation you
want to use.
An Error Has Occurred While Check that the printer is operational, then resend the item
Printing to the printer.
Data Server Failure You cannot access the ALI database. Contact your
system administrator.
Fails to Log Off From the ACD Try to log off again by clicking the lit ACD Log Off feature
Queue button. If the log off fails again, contact your system
administrator.
Server Disconnected You cannot access the system server (this situation may
be temporary in nature). Contact your system
administrator.
Phone Equipment Down There is a problem with the connection between the
workstation and the telephony system.
Check your position’s telephony cables. If this does not
resolve the situation, contact your system administrator.
Hook Device Not Found The Power 9-1-1 GUI started, but the telephony layer did
not start, and you attempted to perform an operation with
a hook device (handset and/or speaker). Verify the
configuration and/or connectivity.
Hook Equipment Down The phone device (IAP/PC) is down, the Power 9-1-1 GUI
displays 'Phone Equipment Down', and you attempted to
perform an operation with a hook device (handset and/or
speaker). Verify the configuration and/or connectivity.
Line Device Not Found The Power 9-1-1 GUI started, but the telephony layer did
not start, and you attempted to perform an operation on a
line. Verify the configuration and/or connectivity.
27
Table 1: Error Messages (Sheet 2 of 2)

Error Message Action
Line Equipment Down The telephony link is down and you attempted to use a
line. Verify the configuration and/or connectivity.
Phone Device Not Found The Power 911 GUI started, but telephony layer did not
start, and you attempted to perform an operation on the
phone object. Verify the configuration and/or connectivity.
Telephony Link Out of Service You have lost telephony functionality during an operation,
(for example: you lost connection to the PBX) and the
position is not operational. Verify connectivity.
If you regain connectivity, “Telephony back In Service”
message appears.
NOTE In most telephony environments, backup phones can be installed at positions so

you can finish handling a call in progress if there is a problem with a Power 9-1-1
workstation.
Since backup phones do not provide ALI and other advanced call-taking
features, after completing your active call, you should not continue to take calls
using the backup phone.
Contact your supervisor to restore functionality to your Power 9-1-1 workstation.
28
Processing a Call
1.7 Processing a Call

This section describes how to handle a 9-1-1 call in a typical ACD environment.
The procedure for your site may be different.
Phase 1 – Incoming Call Notification

When a call comes in, the left indicator on the queue button handling that line
flashes red, and the line rings. If the call has been rerouted from another PSAP,
the button turns yellow.
Telephony Module
Left
indicator
flashes red
to signal an
incoming
call
Queue buttons display the ID of the line carrying the call. If your system is
equipped with Dialed Number Identification Service (DNIS), the number dialed by
the caller to reach the PSAP also appears in brackets on the ACD button.
The caller's phone number appears in the ANI or Caller ID display. In systems
where an incoming call has been rerouted to your site from another PSAP, the
phone number displayed in the ANI Display panel flashes.
In the Lists module, a record with a RING status appears in the Active Calls list.
Lists Module
29
Phase 2 – Answering a Call

Click the ringing queue button to connect with the caller who has been waiting the
longest in the call queue. The caller’s address, phone number and other details
are displayed in the Location module ALI panel.
ALI may include an Emergency Service Number (ESN). ESNs represent sectors
of the city served by specific resource units, typically one Fire, one Police and one
EMS agency.
Location Module ALI Panel
When the call is picked up, the status shown in the Active Calls list changes to
TALK. If your system uses shared lines, all other operators see a BUSY status.
The Location module’s Incident Location Information (ILI) and Calling Party
Information (CPI) panels display information from the ALI. If the incident is not
occurring at the caller’s location, use the ILI panel to enter the incident address.
Use the CPI panel to enter the caller’s address and phone number, if they differ
from what is shown in the ALI panel.
30
Processing a Call
Phase 3 – Incident Creation

Use the Incident modules to create an incident and enter information about the
emergency. When you specify an incident type, standard question buttons are
displayed to ensure that you record all critical information relevant to the type of
emergency.
Incident Information Module Incident Detail Module
A record with an ENTRY status appears in the Incident Entry list.

Question buttons can be configured so that they require ‘yes’ or ‘no’ answers (for
example: ‘Any injuries?’ for a motor vehicle accident). The answers provided are
used in combination with the ESN and the incident type to determine which
response agencies are automatically assigned primary or secondary status.
Agency recommendations are shown in the Selected Agencies list (accessed by
clicking the Selected Agencies button in the Transfer module).
Phase 4 – Referral to Emergency Response Agencies

When all pertinent incident information has been recorded, transfer the caller and
incident-related data to recommended agencies using the Transfer module.
 Click an agency button to transfer the call to the agency associated with that
button. Use the Agency List if you want to transfer the call to a specific
agency.
 Click the Send All button to transfer incident data to all selected primary and
secondary agencies that support data communication.
31
 There are two ways to send incident data to a specific agency:

– Click the Data Transfer indicator on an agency button (circled in the
illustration below).
– OR
– Click the Sel Agencies button to open the Selected Agencies List,
then right-click an agency record to perform the data transfer.
Sending incident data to an agency is the same as sending a request for dispatch.
The incident record moves to the Incidents Pending Incidents list, where its status
is shown as RDSP (request for dispatch).
32
Processing a Call
Phase 5 – Call Release

When you are finished with a caller, click the Release button in the Telephony
module to disconnect from the line.
The call record moves to the Released Calls list, where the status is shown
as RLSD.
Phase 6 – Incident Closure

Once the dispatcher sends emergency response units to the incident site, use the
Stat drop-down list to update the status at each phase of incident treatment.
When the emergency has been handled, assign a Closed status.
Incident Detail Module
33
Chapter 2
Handling Calls
This chapter contains information on  Muting

the following topics:  Using Redial
 Setting up Conference Calls
 Telephony Module
 Transferring Calls Using Dial Entry
 Volume Control Panel
 Releasing Calls
 Call Control: Receiving and
 Recording Conversations
Blocking Voice Calls
 Playing Back a Recording
 Answering Voice Calls
 Handling SMS Calls
 Displaying ACD Queue
 Communicating by Radio
Information
 Recording Conversations
 Making Outgoing Calls
 Using Night Service
 Making a TTY Call
 Using Voice Mail
 Putting Calls on Hold
 Parking a Call
 Forwarding Administrative Calls
Chapter 2 - Handling Calls
2.1 Telephony Module

The Telephony module is the link between Power 9-1-1 and the telephony system.
It is used to perform standard telephony functions such as answering and
transferring calls.
There are two standard layouts for this module:
 Three queue buttons plus feature buttons. ACD environments require feature
buttons to perform functions associated with the ACD queue.
 Five queue buttons, with larger feature buttons. This layout is used in
touchscreen GUIs.
Figure 25: Telephony Module in an ACD System

ANI or Caller ID Display Telephone Display Box
Dial Entry Box
Queue
Buttons Feature
Buttons
Call
Release Mute
Button Button
Telephone Control Buttons

1 Call indicator: Flashes red when line is ringing.
2 Hold indicator: Flashes yellow when you put a call on hold.
Lights up steady yellow when another user puts a call on hold.
3 Hold Status indicator:
Lights up yellow and displays an ‘I’ when you put a call on hold.
Lights up red and displays an ‘H’ when another user puts a call on hold.
4 Talk indicator: Lights up steady green when you are on a call.
Blinks green when someone has barged in on the call.
36
Telephony Module
Figure 26: Telephony Module in a Touchscreen GUI
The panel can be extended to accommodate up to:

 Six queue buttons.
 Sixteen feature buttons per page.
Figure 27: Extended Telephony Module
37
2.1.1 Queue Buttons

Incoming calls are ordered into queues. Within each queue, priority is given to the
call that has waited the longest.
Queue buttons can be associated with:
 A group of lines (such as 9-1-1 or administrative). A distinct ring can be
configured for each line group.
 A specific line (such as an ACD or ringdown line).
 A set of custom incoming lines that are associated with the queue button (the
incoming lines shown in the queue button’s line panel).
 A line pool
 A route
 A route pool
Queue button indicators can display these line states:

 Ring indicator flashes red: An incoming call is ringing.
 Talk indicator is green: You are on the line with a caller.
 Talk indicator flashes green: Someone has barged in on the call.
 Hold indicator flashes yellow; Hold Status indicator is yellow and
displays an I: You have placed a call on hold.
 Hold indicator is yellow; Hold Status indicator is red and displays an H:
Another user has placed a call on hold.
In systems where calls can be assigned priority levels, the queue button turns
orange when a high priority call rings on that button.
38
Telephony Module
Figure 28: Queue Button

Ring Indicator Hold Indicator
Hold Status Indicator:

• Lights up yellow and displays an I
when you put a call on hold.
1 2 • Lights up red and displays an H
when another user puts a call on hold.
3
4
Talk Indicator
1 Call Counter: Shows number of calls in queue

2 Call Timer: Shows how long the first call in queue has gone unanswered;
or shows length of the current call
3 Button Label: Displays custom text or the queue button’s function:
(the name of the line, line pool, line group, route or route pool, as
defined in the Configurator)
4 Call Source: Either the trunk, line, route or DNIS. The system displays
this information on the queue button based on availability and predefined
order of precedence. See your system administrator for details.
39
2.1.2 ACD Queue Buttons

An ACD button is a queue button that accesses ACD calls. In an ACD
environment, the automatic call distributor routes incoming calls to a specific
workstation.
If your site uses the Dialed Number Identification Service (the telco provides the
number the caller dialed to reach the PSAP), a DNIS ID appears on a ringing ACD
button to identify which ACD queue is carrying the call.
Figure 29: ACD Queue Button
Line Panels
Open a Line panel by right-clicking a queue button. The panel contains one button
for each line associated with the queue. Each panel has 5 pages of 30 buttons.
You can use line panels when you need to bypass the queue (for example, if you
have two calls on hold and want to reconnect with one of those lines). Open the
line panel, then click the button for the line to which you want to connect. You can
use the same procedure to select a line to make an outgoing call.
40
Telephony Module
Figure 30: Line Panel with Buttons Configured for Incoming 9-1-1 Lines
Click to go to other pages Click to close panel
Indicators can light up in one of these ways:

• Flashing red: There is an incoming call.
• Steady green: You are connected to the caller.
• Steady light grey: Another operator is connected to the caller.
• Fast flashing yellow: You have put the line on hold.
• Steady yellow: Another operator has put the line on hold.
41
2.1.3 SMS Queue Buttons

The system can be integrated with a Short Message Service (SMS) that allows
workstations to receive text message “calls”.
SMS queue buttons function the same as call queue buttons. You click the SMS
queue button to answer the SMS call that has been ringing the longest. The call
counter shows how long the current SMS call has been active. If no new call is
ringing, you can put SMS calls on hold and click the queue button to retrieve the
oldest call on hold.
Figure 31: SMS Queue Button

Ring Indicator Hold Indicator
Hold Status Indicator:

• Lights up yellow and displays an ‘I’
when you put a call on hold. Displays
a ‘U’ if the call has been updated.
Line Group
Talk Indicator
1 Call Counter: Shows number of calls in queue
2 Call Timer: Shows how long the first call in the queue
has gone unanswered or shows the length of the current call
SMS queue button line status indicators can display these states:
 Ring indicator flashes red: There is at least one incoming SMS call.
 Talk indicator is green: You are connected to an SMS call.
 Hold indicator is yellow; Hold Status indicator is yellow and displays
an I: You have put an SMS call on hold.
NOTE If you are on an SMS call and pick up an incoming voice call, the SMS call is
automatically put on hold.
42
Telephony Module
If new text is received for an SMS call on hold, the button displays UPDATED.
SMS Module
This panel opens when you click an SMS queue button or double-click an SMS
call record in the Lists module.
Use it to communicate with callers who have contacted the PSAP using a text
messaging application.
For details on handling SMS calls, see “Handling SMS Calls” on page 106.
Figure 32: SMS Module

Click to
close panel
Incoming Help
Text
Outgoing Text
in yellow
Car accident in white
Text entry
area (when
enabled)
Drop-down list contains standard questions
43
2.1.4 Feature Button Panel

Feature buttons can be configured to access standard telephone set features
such as ACD logon and logoff, not ready, make busy, and call forward; plus special
features such as call park, call recording, recording playback to caller,
night service, and radio control. They can also be programmed to control any
device wired to the system (for example, to buzz someone in through a locked
door), provided that these functionalities are supported by the telephony
backroom equipment.
Figure 33: Feature Button Panel

Click to move through pages of feature buttons
For some features,

the indicator lights
up green when the
feature is on
44
Telephony Module
2.1.5 Display Boxes

The telephony module has three display boxes:
 ANI or Caller ID Display box: Shows ANI or Caller ID associated with an
incoming call. (Note that caller ID availability depends on the telephone
service). A flashing ANI means that the call would normally ring at another
PSAP, but has been rerouted to your PSAP.
Caller ID Box
If your site is configured for ‘sticky ALI’, when you release a call, the
ANI/Caller ID of that call is displayed until a new call is received, or until you
click the Clear Card button on the toolbar.
 Dial Entry box: Used to enter the number for an outgoing call or conference.
Dial Entry Box
 Telephone Display box: Shows information provided by the telephone

system for incoming and outgoing calls, that would normally be displayed on a
telephone set.
Telephone Display Box
45
2.1.6 Dial Entry Keypad

The keypad is used in touchscreen environments to enter a phone number or
extension for an outgoing call or transfer. It appears when you:
 Double-click inside the Dial Entry box.
 Click the Call Forward feature button.
 Apply Aux Work or Monitoring Extension features.
Figure 34: Dial Entry Keypad
Click to dial the

Click to erase the digit
number entered in
in front of the cursor
the Phone number box
(unless your system Click to add a hookflash
is configured for in the dialing sequence
direct dialing)
TIP If you are using a touchscreen layout, tap the screen once in the manual dial box
to open the dial entry keypad.
46
Volume Control Panel
2.2 Volume Control Panel

Use the panel to adjust the volume of:
 Conversation on the handset/headset earpiece.
 Ringer on the handset/headset or speaker.
 Playback on the handset/headset or speaker.
Figure 35: Volume Control Panel
First bar
controls
handset
and
headset
volume
 To adjust volumes
1. Click the toolbar button that opens the Volume Control panel, or press ALT+V.
2. Click the up and down arrows to raise or lower the volume.
Settings are saved to your user profile when you log off, and are applied to
any workstation to which you log on.
TIP Click to reset volume levels to their default settings.
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 To turn sound on or off for a device

1. Buttons under the sliders indicate whether the device is muted:
 The green check mark means that the mute feature is off (there is
sound).
 The red X means that the mute feature is on (there is no sound).
NOTE If you cannot mute calls, your workstation may be configured with a minimum
volume setting above 0. Contact your system administrator.
2.3 Call Control: Receiving and Blocking Voice Calls

In sites with shared lines, when you log on to Power 9-1-1, calls automatically start
to ring on your workstation.
Use ACD feature buttons to set your workstation to receive or block calls in an
ACD environment.
2.3.1 Reason Codes

Reason codes are used to justify why you cannot accept 9-1-1 calls. Feature
buttons, like the Not Ready, Log Off, and Make Busy, can be configured:
 With predefined reason codes; button labels may describe the justification (for
example, “lunch”).
OR
 To launch the Reason Code dialog box where you are prompted to select a
justification.
NOTES  Reason codes are available when in an ACD environment.

 Feature buttons can be configured by your system administrator with up to
ten reason codes.
 For feature button panel information, see “Feature Button Panel” on page 44.
48
Call Control: Receiving and Blocking Voice Calls
 To justify why you cannot accept 9-1-1 calls

1. Select a feature button (Not Ready, Log Off or Make Busy) on the feature
button panel.
2. If the feature button was configured so that the Reason Code dialog appears,
make a selection from the drop-down list and click OK.
The feature button LED lights green to show the agent’s status is not ready,
logged off or busy.
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2.3.2 VIPER ACD Features

Feature buttons can include:
Log On Click this button to log on to the ACD queue.
Log Off Click this button to log off from the ACD queue.
Ready or Your PSAP may use either of these buttons.
Not Ready Click to receive/block calls carried on ACD lines.
When your workstation is in Not Ready mode, you still receive calls on
non-ACD lines.
If your site uses the Automatic Not Ready feature, when you release a
9-1-1 call, your workstation automatically goes into Not Ready mode.
Listen Supervisors can select a record in the All (PSAP) Calls or Agent list,
then click this button to listen in on the call.
Join While listening in on an active call, supervisors can click this button to
join the conversation.
NOTES If you are on a call and you disconnect your headset, the call remains active on
your workstation. When you reconnect the headset, you can resume
conversation with the caller.
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2.3.3 Nortel ACD Features

Feature buttons can include:
Make Busy Click to prevent 9-1-1 and administrative calls from ringing on your
workstation.
When your workstation is in Make Busy mode, lines shared by other
call-takers remain active. Only calls directed specifically to your
workstation are blocked.
Ready or Your PSAP may use either of these buttons.
Not Ready Click to receive/block calls carried on ACD lines.
When your workstation is in Not Ready mode, you still receive calls on
non-ACD lines.
If your site uses the Automatic Not Ready feature, when you release a
9-1-1 call, your workstation automatically goes into Not Ready mode.
Log On Click this button to log on to the ACD queue.
Log Off Click this button to log off from the ACD queue.
NOTES  If you are on a call and you disconnect your headset, the call remains active
on your workstation. When you reconnect the headset, you can resume
 If your workstation uses a Sonic or has an IAP/PC card:
Your system may be configured so that if you are not on a call and you
disconnect your headset, you may be logged off from the ACD queue
automatically. When you reconnect the headset, you are automatically
logged on to the ACD queue in Not Ready mode.
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 To receive 9-1-1 calls after logging on to Power 9-1-1

1. When you log on to Power 9-1-1, the Log On and Not Ready indicators are
lit. This means that you are logged on to the ACD queue, but 9-1-1 calls will
not ring on your workstation (although administrative calls can).
 Click the lit Not Ready feature button.
The Not Ready button indicator turns off and 9-1-1 calls start to ring on
your workstation.
 To block 9-1-1 calls by logging off from the ACD queue

1. Click Log Off.
The indicator on the Log Off feature button lights up.
 To log back on to the ACD queue

1. To receive 9-1-1 calls, click the unlit Log On and lit Not Ready feature
buttons.
52
 To block 9-1-1 calls carried on ACD lines using Not Ready

1. Click the Not Ready feature button.
The Not Ready indicator lights up. Only administrative calls ring on your
workstation.
 To block all calls using Make Busy

1. Click Make Busy.
The Make Busy button indicator lights up. To receive administrative calls, you
must click the Make Busy button again to shut it off.
2. Click the Log On button to receive 9-1-1 calls.
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2.3.4 Avaya ACD Features

Avaya ACD feature buttons can include the following:
After Call Work Click to prevent 9-1-1 calls from ringing on your workstation so that
(ACW) you can finish handling a call and complete related tasks. You will still
receive administrative calls.
When you are ready to receive 9-1-1 calls, click Auto In or Manual In.
Auto In If the workstation is in ACW or Aux Work mode, click this button to
receive 9-1-1 calls.
Aux Work Click to prevent 9-1-1 calls from ringing on your workstation for an
extended period (for example, during lunch break). You will still
receive administrative calls.
You must enter a reason code to justify why you are unavailable (for
reason code details, see section 2.3.1 on page 48).
You can also log off from the ACD queue to put your workstation in
Aux Work mode.
Do Not Disturb Click to prevent administrative calls from ringing on your workstation.
(DND)
Log Off Click to log off from the ACD queue.
Log On Click to log on to the ACD queue.
Make Busy Click to prevent 9-1-1 and administrative calls from ringing on your
workstation.
Manual In When you release a call and the workstation goes into Not Ready
mode, click this button to receive the next 9-1-1 call.
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 To receive 9-1-1 calls after logging on to Power 9-1-1
NOTES  If you are on a call and you disconnect your headset, the call remains active
on your workstation. When you reconnect the headset, you can resume
 If your workstation uses a Sonic or has an IAP/PC card: Your system may be
configured so that if you are not on a call and you disconnect your headset,
you may be logged off from the ACD queue automatically. When you
reconnect the headset, you are automatically logged on to the ACD queue in
Not Ready mode.
 If you are on an admin call or intercom line, you will not receive ACD calls,
even though the Not Ready feature is off; however, incoming calls remain in
your position’s queue.
When you log on to Power 9-1-1, the Log On, Do Not Disturb, and Aux Work
button indicators are lit up (by default, your workstation is in reason code 0 mode).
This means that you are logged on to the ACD queue but are not ready to take
9-1-1 or administrative calls.
1. Do one of these actions:
 If you want to receive 9-1-1 calls immediately, click Manual In.
The Manual In indicator lights up. If the Aux Work, ACW or Aux Work button
indicator was lit, it turns off and 9-1-1 calls begin ringing on your workstation.
55
When you release a call, the Manual In indicator turns off and the ACW
indicator lights up. You will not receive 9-1-1 calls until you click Manual In or
Auto In.
OR
 Click Auto In.
The Auto In indicator lights up. If the ACW, Aux Work, or Aux Work button
indicator was lit, it turns off. 9-1-1 calls start ringing on your workstation (there
may be a brief pause before calls start to ring).
When you release a call, the workstation automatically goes into After Call
Work mode (the ACW indicator lights up), so you can finish call-related tasks.
When the timer for this feature runs out, the ACW indicator turns off and you
are presented with the next 9-1-1 call.
NOTE If the Manual In or Auto In indicators flash when you click those buttons, you are
not logged on to the ACD queue.
Click the Log On feature button. If this does not give you access to the ACD
queue, report the problem to your system administrator.
56
 To receive administrative calls after logging on to Power 9-1-1

1. Click the lit DND feature button.
The DND indicator turns off. Administrative calls can ring on your workstation.
 To temporarily block 9-1-1 calls

1. If you need time to complete call-related tasks before taking the next call,
click ACW.
The ACW indicator lights up.

2. To receive calls, click Manual In or Auto In.
57
 To block 9-1-1 calls for an extended period

1. Click Aux Work.
An Enter the aux Work reason code (0 to 9) message appears in the

system message bar.
2. Do one of the following:
 Enter a reason code (a digit from 0 to 9) in the Dial Entry box, then press
ENTER. The indicators on the Aux Work and relevant reason code button
light up.
 Click a reason code feature button. The indicator on the reason code
button lights up.
3. Click Log Off.
58
The Log Off indicator lights up. The Log On and Manual In or Auto In
indicators turn off.
 To log on to the ACD Queue

1. Click Log On.
The Log Off indicator turns off. The Log On and Aux Work indicators light up.
By default, the workstation goes into reason code 0 mode. You are logged on
to the ACD queue, but must click Manual In or Auto In to receive 9-1-1 calls.
 To block administrative calls

1. Click DND.
The DND indicator lights up.
59
 To block 9-1-1 and administrative calls

1. Click Make Busy.
The Make Busy, DND, and Log Off indicators light up.
NOTE When your workstation is in Make Busy mode, lines shared by other call-takers
remain active. Only calls directed to your workstation are blocked.
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Answering Voice Calls
2.4 Answering Voice Calls

When the far-left indicator on a queue button flashes red and you hear ringing,
there is an incoming call.
You can answer calls using:
 Queue buttons
 The Active Calls list (if your system is configured for this option)
 The Quick Answer function key (if your system is programmed with a key
configured to pick up the most important call)
While on a call, you can answer a second call by clicking a ringing queue or line
button. This automatically puts the first call on hold.
In a non-ACD environment, each queue button can represent a phone line group.
Click a ringing queue button to answer the call that has been waiting the longest in
that queue. You can also bypass the queue and answer calls from the Line panel
associated with the button.
NOTE If you are working in a Nortel or Avaya environment, when you answer a
transferred call or participate in a conference call, and there is an associated
incident or TTY conversation, then incident data appears in the Incident
Information module, and a transcript of the conversation appears in the TTY
panel.
61
 To answer the first call in a queue
NOTE If a ringing queue button turns orange, the first call in the queue has been
rerouted to your PSAP from another site.
1. Click a ringing queue button.
 To bypass the queue to answer a call on a specific line

1. Right-click a ringing queue button.
The Line panel appears.
2. Click a ringing line button to answer the call.
3. Click to close the Line panel.
62
Answering Voice Calls
 To answer a call from the Lists module

1. Display the Active Calls list in the Lists module.
2. Double-click the Call State (this displays RING for incoming calls) to connect
with the caller.
TIP You can use the Lists module to connect with calls that are already in progress.
 To answer a call using the Quick Answer function key

1. Press the function key configured for Quick Answer.
The system scans queue buttons from top-left to bottom-right, and picks up
the first ringing line.
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2.5 Displaying ACD Queue Information

ACD environments can be configured with a feature button that flashes green
when all call-takers are occupied, and there are 9-1-1 calls waiting to be
answered.
You can click the feature button to find out how many unanswered 9-1-1 calls are
in the ACD queue, and view whatever other data is provided by the telephony
system.
NOTE  Information on SMS call queues is not displayed.

 This feature is currently only supported in a Single-Node VIPER system.
 To display queue information

1. Click the queue information feature button (in this example, the queue
information feature button is labelled Q Stats).
ACD queue information appears in the Telephone Display box.
Data is refreshed each time you click the queue information feature button.
64
Displaying ACD Queue Information
Table 2: Queue Information for Telephony Systems

Telephony System Queue Information Shown
Nortel Meridian  WAITING: Number of calls waiting to be answered.
 MAND: Number of operators logged on to the ACD queue.
 LWAIT: Length of time that the oldest call has been waiting in
queue (in minutes:seconds).
 TOFQ: Number of calls that have overflowed into other queues.
Avaya  ACD queue name.
 Q-time: Length of time that the oldest call has been waiting in
queue (in minutes:seconds).
 Calls: Number of calls in queue.
Nortel Centrex  T1, T2, T3: Represent thresholds set by the telco. Each
threshold represents a range of wait times: for example
T1=0 to 30 seconds; T2=31 to 60 seconds; T3=61 to 120
seconds.
Values indicate how many calls have wait times within each
range. For example, using the above threshold settings, if the
T2 value is 3, there are three calls that have waited in queue for
between 31 and 60 seconds.
 CALLQ: Total number of calls waiting in the queue.
VIPER  Q Number: Indicates the ACD queue whose statistics are
displayed.
 Ready Agents: Indicates how many call-takers are logged on to
the queue, and whose workstations are in Ready mode.
 CALLS: Indicates total number of calls that are waiting in the
queue.
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2.5.1 Using the Virtual Wallboard

The Nortel Meridian environment can include the virtual wallboard, which displays
a summary of agent and call statuses for up to eight skillset-based ACD queues.
 To use the virtual wallboard

1. Click the configured toolbar button to launch the wallboard module.
The wallboard opens and displays the following:
 Number of calls waiting in the skillset queue.
 Number of agents logged on under the skillset.
 How long (in seconds) that the oldest call in the queue has been ringing.
 Number of Overflow (OVF) calls that have been redirected from another
skillset queue.
Column background colors change to green, amber, and red to indicate
low-to-high critical conditions on each queue. In the following example, the
WaitTime column in the Fire skillset queue is red to indicate that the oldest call in
the queue has been ringing for an unacceptable length of time.
The wallboard launches automatically at user log on, and closes at log off.
66
Making Outgoing Calls
2.6 Making Outgoing Calls

Outgoing calls can be made from Power 9-1-1 using:
 Dial Entry (see page 68)
 A queue button (if the button is associated with a ringdown line)
(see page 69)
 The Line panel (using a line button associated with a ringdown line)
(see page 69)
 The Lists module (see page 70)
 An Agency button (see page 70)
 The Conf button, feature button, or function key using OutDial modes (see
page 72)
 The Agency List (see page 179)
 The Contact List (see page 184)
 The Selected Agencies List (see page 188)
If you try to dial out and you select a line that is configured for incoming calls only,
the status bar displays a message telling you to select an outgoing line.
NOTES Ask your system administrator:

 If you need to add a prefix such as an area code for telephone numbers with
more than five digits.
 What format to use when entering phone numbers. Hyphens are optional.
 If your system is configured for direct dialing. Digits are dialed when they are
entered in the Dial Entry box or Keypad; you do not have to press ENTER or
click Dial after entering the whole phone number.
 If your system has configured OutDial modes which affects how the Conf
button functions.
67
 To make a call using Dial Entry

1. Use one of these methods to enter a phone number or extension:
 Click inside the Dial Entry box and use your keyboard to enter digits.
If your system is not configured for direct dialing, press ENTER.
 Double-click inside the Dial Entry box to open the keypad. (If you are
using a touchscreen layout, tap the screen once in the manual dial box to
open the dial entry keypad.) Use your cursor to click number buttons to
enter the phone number. If your system is not configured for direct dialing,
click Dial.
The bottom indicator on the queue button for the default outgoing line lights up
green. In the Line panel, the indicator on the line button for the default
outgoing line also lights up green to show that the line is in use.
68
 To make a call using a queue button

1. Click a queue button that accesses outgoing lines.
You may see a progress bar while the system searches for an available
outgoing line.
2. Use the Dial Entry Keypad or the Dial Entry box to enter the phone number.
The number is dialed.
 To make a call from the Line panel

1. Right-click a queue button that accesses outgoing lines.
2. Click an unlit outgoing line button.
 If the line button you selected is configured with an extension or telephone

number, then that number is dialed automatically.
 If the line button you selected is not configured with a phone number, then
use the Dial Entry box to enter and dial a number.
69
 To make a call from the Lists module

1. Double-click the phone number, in any list, that you want to call.
 To contact an agency
1. Complete one of these actions:
 Click the agency button associated with the agency that you want to call.
 If a button is configured to open the Agency list, right-click an agency

button to display the Agency List. Right-click any record and select Call;
or select Call With Number, then select the specific phone number.
 If the agency button is configured to open the Extended Agency panel:

– In the Transfer module, right-click an agency button.
70
– In the Extended Agency panel, click the P or S button to designate

the agency as a primary or secondary responder, then click the
agency button to perform a speed dial.
IMPORTANT  You can only call agencies that are configured for voice transfers.
 If the agency is configured for data transfers, and the agency button is
configured for simultaneous data transfer, then call/incident information is
forwarded to the agency when you click the agency button.
If the button is not configured for simultaneous data transfers, click the data
transfer button.
71
2.6.1 Making Outgoing Calls using OutDial Modes

NOTE If OutDial modes have been configured by the system administrator, then the
functionality of the Conf button toggles between the ability to make a call with
preconfigured call parameters or create a conference from a connected call. To
setup a conference with a connected call, refer to “Setting up Conference Calls”
on page 85.
Your system can be configured with multiple OutDial modes that you can apply by:
 Using a Next Conf function key to toggle through available modes, then
pressing the Conf button. (See your system administrator to determine if this
function key is available.)
 Right-clicking the Conf button to access a mode menu.
 Pressing the hot key or feature button configured for the specific OutDial
Mode. (See your system administrator to determine if this hot key or function
button is available.)
 To make an outgoing call

1. Select an OutDial mode by using the Next Conf function key, right-clicking the
Conf button, or pressing the appropriate hot key or feature button.
The CONF indicator turns flashing yellow, and the cursor is automatically
positioned in the Dial Entry box.
2. Enter the desired phone number or extension, and press ENTER on your
keyboard.
The outgoing call is created using the parameters configured for the OutDial
mode selected.
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Making a TTY Call
 To cancel an outgoing call
NOTE While the LED on the Conf button is flashing yellow and the system is waiting
for a phone number, the operation can be canceled by pressing the cancel
conference button, as described below.
1. Click the cancel conference button.
2.7 Making a TTY Call

 For information on the TTY panel, see “TTY Panel” on page 131.
 To handle an incoming TTY call, see “Handling a TTY Call” on page 151.
 To make a TTY call

1. Use your keyboard or the keypad to enter an extension or phone number in
the Dial Entry box.
The system selects an outgoing line, and the number is dialed.

2. In the Location module, click TTY.
The TTY panel appears.

3. Click the Baudot button to select the baudot TTY communication type.
The indicator on the Baudot button flashes until you are connected. Once
connected it lights up steady green.
73
4. Use one of these methods to send text:

 To send a standard message, select one from the drop-down list.
 To send a custom message, do one of these actions:

– If you want characters to be sent as you type them, the buffer feature
must be off (the indicator on the Buffered button must be unlit).
– If you want to be able to type the next outgoing message while
receiving incoming text, ensure that the Buffered button indicator is
lit. Enter text, wait until all incoming text has been received, then
press ENTER.
The message is displayed in the transcript area and is sent to the person you
have called.
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Putting Calls on Hold
2.8 Putting Calls on Hold

IMPORTANT Depending on which telephone system you use, if you place an ACD call on hold,
you may not be able to answer another incoming ACD call.
 To put a call on hold

 Click HOLD.
 Answer an incoming call without releasing the current call. If the system is
configured for auto-hold, the first call is put on hold.
Hold indicator
(turns yellow and flashes when a call is on hold)
Hold Status indicator (steady yellow LED):

I : call was put on hold by you
H : call was put on hold by another user
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2.8.1 Retrieving Calls From Hold

You can only retrieve ACD calls that you have put on hold. The top right indicator
on the queue button flashes yellow and an I appears in the hold status indicator
when you have one or more calls on hold.
On shared lines, you can retrieve a call put on hold by another operator by
right-clicking the queue button associated with the call to open the Line panel. The
line button indicator for the call on hold is steady yellow.
 To retrieve a call from Ihold using a queue button
IMPORTANT If you click a queue button that has a call on hold while other calls are ringing,
then you answer the next incoming call instead of retrieving the call on hold. Use
the Line panel to select/connect to the line that is on Ihold.
1. Click the queue button for the line that was put on hold if there are no
incoming calls.
You are connected with the caller that has been on hold the longest on that
queue button.
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Putting Calls on Hold
 Use the Pick up Oldest Hold Call in Queue function to reconnect to the call
that has been on hold the longest. For example, in the following illustration,
you would press CTRL+F1 to pick up the 9-1-1 call on hold.
 To retrieve a call from hold using the Line panel

1. Right-click the queue button for the line on hold.
The Line panel appears. Lines that you put on hold have flashing yellow
indicators. Lines put on hold by other call-takers have steady yellow
indicators.
2. Click the button for the line that you put on hold.
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 To retrieve a call from hold using the Lists module

1. Display the Active Calls list. Records for calls that you put on hold have an
IHLD or HOLD call status.
2. Double-click IHLD or HOLD to take the line off hold.
2.9 Parking a Call

Your workstation may be configured to use Call Park. Parking a call is the same as
putting a call on hold, except that the call is transferred to a line specifically
reserved for calls on hold. This frees up your ACD line so you can answer the next
incoming call.
When you park a call, the following events occur:
 Your workstation switches to Ready mode, making you available to answer
incoming calls.
 If your system is configured for automatic recording, the recording pauses
while a call is in park. Recording resumes when you retrieve the parked call.
 If the caller hangs up before you retrieve the call, then the call record remains
in the Active Calls list until the parked time has elapsed or until you
double-click the call record ID.
The system message bar displays a message that tells you how long the call
can be parked. When the timer is about to expire, a warning is displayed.
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Parking a Call
When the timer expires, a notice appears in the Telephony module.
The call is taken off park and rings on your DND line (an administrative phone
line assigned to you).
NOTES  Site configurations determine how many lines are reserved for call parking
and how many calls can be parked at the same time.
 In VIPER environments:
 Calls that you park show an IPARK status in the Lists module. Calls that
other users park show a PARK status.
 Only the Power 9-1-1 position that parked a call is informed when
parking time elapses.
 To park a call while on the line with the caller

1. Click the Park feature button.
The call is transferred to the line reserved for calls on hold. A ‘CALL PARKED’
message appears in the Telephone Display box.
The Active Calls list shows the call state is PARK. VIPER environments show
an IPARK status.
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 To retrieve a call that you have parked

1. Display the Active Calls list, in the Lists module and double-click the PARK
or IPARK (VIPER environments only) call status associated with the call you
want to retrieve.
You are connected to the parked call, and the call status changes to TALK.
 To retrieve a call that any user has parked
NOTE You can only use this procedure if the park line extension number appears after
PARK or IPARK (VIPER environments only) in the Call State column.
1. Display the Active Site Calls list in the lists module and double-click the
PARK call state of the call to which you want to reconnect.
You are connected to the caller, and the call state changes to TALK.
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Forwarding Administrative Calls
2.10 Forwarding Administrative Calls

Use call forwarding to reroute administrative calls received on intercom lines to
another workstation, so they do not ring on your position (if, for example, you are
going on break).
NOTE Call forwarding is not supported for processing ACD calls.
 To forward calls
1. Click the Call FWD feature button.
The keypad appears.

2. Enter the extension or telephone number to which you want to forward
administrative calls and click Dial.
The Call FWD feature button indicator lights up.
 To cancel call forwarding

1. Click the lit Call FWD feature button.
The call forward indicator turns off and administrative calls can ring on your
workstation.
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2.11 Muting
While on a call, you can use the Mute feature to prevent the caller from hearing
anything at your end of the line. You can still hear the caller.
 To mute a call from the GUI

1. Click the mute button on the Telephony module.
The button indicator lights up green. Mute is activated; the caller cannot hear
you.
 To mute a call using a USB headset

1. Click the mute button on the headset.
The button indicator on the Telephony module does not light up green (stays
unlit) however, mute is activated; the caller cannot hear you.
 To resume conversation with the caller

1. Click the lit mute button (or press the mute button on the headset).
The button indicator turns off, and the caller can hear you.
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Using Redial
2.12 Using Redial

 To redial the last incoming call
1. Click Redial while the number of the last incoming call is displayed in the Dial
Entry box.
 To redial the last outgoing call

1. Click Redial.
The number for the last outgoing call is displayed in the Dial Entry box.
2. Click Redial again to dial the number.
 To redial any released call

1. Double-click the phone number, in the Lists module, that you want to redial.
The telephone number appears in the Dial Entry box.

2. Click Redial.
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An outgoing line is automatically selected and the number is dialed.
 To redial an abandoned call

1. Display the Abandoned Calls list.
Information about the abandoned call is displayed.
2. Double-click the telephone number you want to redial.
The telephone number in the Telephony module appears in the Dial Entry
box.
NOTE If the system cannot perform a callback on an abandoned call (for example, if the
ANI is wrong) you can delete the call record. Double-click ABANDONED in the
State (Redial) column, then click Yes in the dialog that pops up to ask if you
want to delete the record.
3. Click Redial.
An outgoing line is automatically selected, and the number is dialed. In the

Abandoned Calls list, the State (Redial) column shows REDIALING.
4. When the call is completed, click the Release button.

A message dialog appears.
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Setting up Conference Calls
5. Click Yes to delete the record from the Abandoned Calls list.
2.13 Setting up Conference Calls

Conferencing allows you to talk to several people at the same time. The minimum
number of participants is three; the maximum depends on your telephony system.
There are different ways to set up a conference. This depends on what telephony
system your PSAP uses, and how your system is configured:
 Standard Conference (also known as a conference call with consultation):
The caller is automatically put on hold while you contact another party.
 No-Hold Conference (also known as a same line conference or without
consultation): You contact another party without putting the caller on hold.
 Call Patch (also known as an add-on conference): You connect another call
to a call in progress.
NOTES  In Avaya systems, the maximum number of parties for a Standard

conference is six; the maximum number of parties for a No-Hold conference
is four.
 The ‘no hold’ feature is only available in some PBX-based environments, and
your system must be configured for this feature. You can only set up one
No-Hold conference per ACD queue at a time; you cannot setup a No-Hold
conference with a fourth party.
You can cancel and re-establish conference calls.

Your system can be configured with multiple conference modes that you can
apply by:
 Using a Next Conf function key to toggle through available modes.
 Pressing the hot key or feature button configured for the specific conference
mode.
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 Right-clicking the CONF button to access a mode menu.
When you click the conference button or select an entry in the mode menu (except
Tandem), the conference button indicator flashes to indicate that your workstation
is in entry mode. If you select Classic mode (the default conference mode, where
the user does not have to enter the number for an outgoing call before starting a
conference), the conference button indicator flashes green. The conference button
flashes yellow for all other modes. When you enter a phone number and press
ENTER, the system connects to an outgoing line and initiates the conference. The
conference button indicator lights up green when all parties are connected.
2.13.1 Setting Up a Standard Conference
 To set up a conference call using Dial Entry

1. Click CONF while on a line with the caller.
The CONF indicator turns green, and the hold indicator on the right queue or
ACD button turns yellow. The caller is automatically put on hold until the
conference connection is made. The cursor is automatically positioned in the
Dial Entry box.
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2. In the Dial Entry box, enter the phone number or extension of the party that
you want to add to the conference and press ENTER.
You are connected with the added party.

3. Click CONF.
You are connected to the party you dialed, the caller is automatically taken off
hold and the conference is established.
 To set up a conference call using the Transfer module
IMPORTANT Make sure that the agency name appears as the second line on the agency
button before you connect the conference.
1. While on the line with a caller, click the button for the agency that you want to
add to the conference.
The caller is automatically put on hold, an available outgoing line is selected,

and the CONF indicator flashes green.
2. When the agency answers, click CONF or click on the agency button again.
The CONF indicator lights up green, and the caller is automatically taken off
hold and the conference is established.
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 To set up a conference call using the Agency List

1. While on the line with a caller, right-click an agency button.
The Agency List appears.

 Double-click the record for the agency you want to reach.
 Right-click the agency record, and select Call.
 Select Call With Number, then select a specific number.
The caller is automatically put on hold and the CONF indicator flashes green.
3. When the contact answers, click CONF.
The CONF indicator turns steady green. You are connected to the agency, the
caller is automatically taken off hold, and the conference is established.
TIP Your system may be configured so that when you are conferenced with an
agency, you can click the agency button you clicked in step 1 to add another
party from the same agency to the call.
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 To set up a conference call using the Extended Agency panel
NOTE This procedure applies to agency buttons that are configured to open an
Extended Agency panel, rather than the Agency List.
1. While on the line with a caller, right-click an agency button in the Transfer
module.
The Extended Agency panel appears. It contains one speed dial button for
each agency associated with the button you clicked in Step 1.
2. In the Extended Agency panel, click the P or S button to designate the
agency as a primary or secondary responder, then click the agency button to
perform a speed dial.
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 If the agency is configured for data transfers, and he agency button is
configured for simultaneous data transfer, then call/incident information is
forwarded to the agency when you click the agency button.
If the button is not configured for simultaneous data transfers, click the data
transfer button.
2.13.2 Setting Up a ‘No Hold’ Conference

The ‘no hold’ feature prevents the caller from being put on hold while the
conference call is set up. It is only available in some PBX-based environments,
and your system must be configured for this feature.
 To set up a ‘no hold’ conference using the Dial Entry panel

1. While on the line with a caller, click the No Hold Conference feature button.
The No Hold and CONF feature button indicators flash green.
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2. Click the Dial Entry box, enter the number of the party you want to add to the
conference and press ENTER on your keyboard.
When the third party answers, the No Hold and CONF button indicators turn
steady green, and the conference is established.
 To set up a ‘no hold’ conference using the Transfer module

1. While on the line with a caller, click an agency button.
An available line is automatically selected. When the contact answers, the

conference is established. The left indicator on the agency button lights up
green, and the CONF button indicator lights up green.
 To set up a ‘no hold’ conference using the Agency List
NOTE This procedure only applies to agency buttons that are configured to open the
Agency List, rather than an Extended Agency panel.
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 Double-click the record for the agency you want to reach.
 Right-click the agency record, and select Call.
 Select Call With Number, then select a specific number.
An available outgoing line is selected automatically. When the contact

answers, the No Hold and CONF button indicators light up green, and the
conference is established.
3. Click to close the Agency List.
 To set up a ‘no hold’ conference call using the Extended Agency panel
NOTE This procedure only applies to agency buttons that are configured to open an
Extended Agency panel, rather than the Agency List.
The Extended Agency panel appears.
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2. In the Extended Agency panel, click the P or S button to designate the agency
as a primary or secondary responder, then click the agency button to perform
a speed dial.
2.13.3 Setting Up a Conference Using Call Patch

Only calls that you have put on hold can be added to a conference.
 To set up a conference using Call Patch

1. Click HOLD to put the current call on hold.
The hold (right) indicator on the queue button handling the call flashes yellow.
2. Dial to contact another operator or agency using one of these methods:
 Click the Dial Entry box, enter the number of the party you want to add,
then press ENTER.
 Click an agency button.
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 If the button is configured to open the Agency List, right-click an agency

button to open the list:
– Double-click the record for the agency that you want to reach.
– Right-click the record and select Call.
– Select Call With Number, then select a specific number.
 If the button is configured to open an Extended Agency panel, right-click

an agency button to access the panel, then:
– Click the P or S button to designate the agency as a primary or
secondary responder.
– Click the agency button to perform a speed dial.
3. Click Call Patch.
The Call Patch feature button indicator lights up green.
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4. Complete one of these actions:

 If the queue button is associated with multiple lines, open the Line panel
and click the button for the call that is on hold.
 If the queue button is associated with just one line, or if there are no
incoming calls on the queue button where the call is on hold, click the
queue button to establish the conference.
The line is taken off hold and all parties are connected. The CONF indicator
lights up steady green.
5. Repeat the previous steps to add more parties to the conference.
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2.13.4 Canceling or Re-Establishing a Conference

Ask your system administrator which of these scenarios apply to your site:
 You can cancel a conference before or after all parties have been connected.
 You can only cancel a conference before the third party answers.
The administrator of a conference can cancel a conference, or disconnect one or
more participants from a conference.
 To cancel a conference
1. Click the cancel conference button.
The caller is put on hold.
NOTE Your system may be configured so that the last party added to the conference is
automatically disconnected.
2. Click the queue button to reconnect with the caller on hold. You can then click
the Release button to disconnect from the caller, or you can set up another
conference.
NOTE Your system may be configured so that when you click the Release button, you
are removed from the conference, and all other parties are connected, or all
parties may be disconnected.
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 To disconnect one or more participants from a conference

1. Click the feature button or function key programmed to open the Conference
Manager panel. The Conference Manager panel opens.
 Right-click the name of the party you want to release from the conference,
and click Release Call to disconnect the participant from the conference.
 Click the RELEASE ALL button on the bottom left to disconnect all
participants from the conference.
3. Click the feature button or function key used to open the Conference Manager
panel to close it.
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2.14 Transferring Calls Using Dial Entry

Calls can be transferred to another party.
There are two types of transfers:
 Blind (Without Consultation): You transfer the call without speaking to the
person to whom you are transferring. Your system must be configured for this
feature.
 Announced or With Consultation: Automatically puts the caller on hold
while you contact the third party, and you speak to the person you are
transferring to before connecting them with the caller.
You can transfer calls using:

 Dial Entry
 An agency button (see “Agency Buttons” on page 175)
 The Agency list (see “Agency List” on page 179)
NOTE Transfer procedures may differ from those described here depending on the
telephony system your site uses. Ask your system administrator for details.
IMPORTANT Intrado does not recommend performing blind transfers for emergency calls (if
you perform a blind transfer and the third-party caller is unreachable, all parties
are disconnected). Ensure that the third-party caller is reachable (the third-party
caller must be logged on to an ACD queue or ring group and/or the outside
telephone number must be valid).
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Transferring Calls Using Dial Entry
 To transfer a call without consultation using Dial Entry (blind transfer)

1. While on the line with a caller, click the Transf button.
2. Click the Dial Entry box, enter the number to which you want to transfer the
call and press ENTER.
The call is transferred and you are disconnected. The Transf and queue
button indicators turn off.
 To transfer a call with consultation using Dial Entry

1. While on the line with a caller, click the Conf button.
2. Click the Dial Entry box, enter the number to which you want to transfer the
call and press ENTER.
3. Wait for the third party to answer, then click the Transf button.
The call is transferred, and you are disconnected. The Conf and queue button
hold indicators turn off.
 To cancel a transfer
1. Click the cancel button.
2. Click the queue or ACD button to retrieve the call on hold.
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2.15 Releasing Calls

Once a call has been handled, it must be released. If your site is configured to use
the Forced Incident Creation feature (only available with ACD), you must create an
incident for the call before it can be released.
 To release a call
1. Click .
If your system is configured with the Forced Incident Creation feature, and an
incident type has not been assigned to the call, the Incident Type dialog
window appears.
 Select a value from the Incident Type drop-down list and click Ok.
The Incident module is highlighted and the question buttons become active. In
the Entry Incidents list, the incident record status is ENTRY.
2. Record information provided by the caller in the Incident Detail module. For
instructions, see “Creating Incidents” on page 158.
IMPORTANT You must keep your Entry Incidents list empty, by elevating each incident with an
ENTRY status to the next status level.
If dispatching is done at your PSAP, you must update the incident status to
Request for Dispatch (RDSP) after processing the call.
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Recording Conversations
2.16 Recording Conversations

Power 9-1-1 can be configured to provide workstations with instant call check
recording, to allow conversation playback after a call has been released.
Recording may be controlled manually or automatically, depending on how this
feature is configured. Typically, 9-1-1 and 7-digit emergency lines are configured
for automatic recording, but recording of administrative lines is controlled
manually.
 Manual recording: Click buttons to control recording functions such as start,
pause and stop. When a call is released, recording stops automatically.
 Automatic recording: Recording starts automatically when the call is
answered, and stops when the call is released. If a call is put on hold,
recording pauses until the call is retrieved from hold. If a caller hangs up, you
must release the call to stop recording.
IMPORTANT  Power 9-1-1 Call Check Recorder is an IWS instant recorder and should not
be considered a substitute for the PSAP’s long-term logging recorder.
 In the Lists module, any call that shows an AVAIL or SAVED status in the
Rec column can be played back. Recordings with an AVAIL status are
available for playback for a pre-configured length of time (ask your system
administrator what the setting is for your site – the default is 3 hours).
Recordings that are not manually saved before the time elapses are
automatically deleted.
CAUTION If your system uses automatic call recording, do not click recording control
feature buttons – it can affect a recording in progress.
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 To control call recording in manual mode

1. While on a call, click the Record feature button to begin recording.
The Record indicator lights up.

2. If you want to pause or end the recording, click the Stop feature button.
The Record indicator turns off.
NOTE When in manual recording mode, remember that when you pick up a call, you
must click Record to start recording.
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 To save a recorded conversation

1. In the Lists module, click anywhere in the call record ID (note that the Rec
column value must be AVAIL).
2. Click the Save/Unsave feature button.
In the call record, the Rec value changes to SAVED. The recording is
available for playback until you manually delete it.
NOTE You cannot save a recording when you have a call on hold.
 To delete a saved conversation

1. Click anywhere in the Lists module call record (note that the Rec column
value must be SAVED), then click the Save/Unsave feature button.
The Rec column value changes to AVAIL. The recording can be played back
or resaved.
When a pre-configured amount of time elapses (default is 3 hours), the AVAIL
status changes to DEL, to signify that the recording has been automatically
deleted and is no longer available for playback.
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2.16.1 Playing Back a Recording

You can play back a recording when the Rec column in the Lists module shows
AVAIL or SAVED.
The total length of the recording (in seconds) is included in parentheses.
You can also share a playback recording with a caller. This feature is available for
select configurations. See your system administrator to see whether your
workstation is set up with this feature. This feature is activated on a per-call basis.
Meaning, the call-taker can share recordings that are available (with Rec values
AVAIL or SAVED) with the caller until the call is released. Once the call is
released, the feature automatically deactivates.
 To play back a recording
IMPORTANT If you want to play back a call from the Active Calls list, you must put the caller on
hold first.
1. In the Lists module, double-click the Rec column value (value must be AVAIL
or SAVED).
If incident information is attached to the call record, it is displayed in the

Incident module. The Location module displays call location information.
TIP You can also use the recording control feature buttons in the Telephony module
to play, pause and stop the recording.
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 To share a playback recording with a caller

1. Play back a call recording.
2. Click the feature button or function key programmed to enable playback to
caller.
If you clicked the feature button, its LED turns green. The recording plays
back and is heard by the both the call-taker and the caller.
If incident information is attached to the call record, it is displayed in the
Incident module. The Location module displays call location information.
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2.17 Handling SMS Calls

Your system may be set up to accept text message calls through an SMS queue
button.
Voice calls take precedence over SMS calls. If you are on a voice call or have
voice calls on hold, you must release those calls before you can pick up an
incoming text message. However, if you have SMS calls on hold, you can answer
incoming voice calls.
When you have an incoming SMS call:
 The ring indicator on the SMS queue button flashes red.
 The Lists module record shows a PRESENTED state.
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Handling SMS Calls
NOTE Your system may be configured so that SMS calls are listed in the Active Calls,
All (PSAP) Calls, Released Calls, and All (PSAP) Released Calls lists; or the List
module may include Active SMS, All (PSAP) SMS, Released SMS, and All
(PSAP) Released SMS lists.
SMS call states that can appear in the Lists module are:
 PRESENTED (equivalent to the RINGING/INCOMING state for voice calls)
 ACTIVE (equivalent to the TALK state for voice calls)
 IHOLD (You have put an SMS call on hold. You can click the IHOLD call
state to reconnect with the SMS call.)
 UPDATED (new text has been received for an SMS call that is on hold)
 TERMINATED (equivalent to the RELEASED state for voice calls)
 To handle an SMS call

1. Release all voice calls (including calls on IHOLD).
 Click the SMS queue button.
OR
 In the Lists module, double-click the PRESENTED call state.
The bottom indicator on the SMS queue button lights up green, and the SMS
panel appears, showing the first line of text for the SMS call that was first in
the incoming queue.
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3. Do one of these actions to send text:

 Select a standard question from the drop-down list and click Send.
OR
 Enter a message in the text entry box and press ENTER or click Send.
Messages from the caller appear in yellow.

Messages that you send appear in white, and appear indented to facilitate
reading the conversation transcript.
Help
Car accident
4. Click Release to end the call.
NOTES  You can use the Contact module to call an agency to inform them that there
is an incident that requires a dispatch. But since incident data will not be
transferred with the call, you will have to verbally pass on incident information
such as incident type, location and other details.
 You can engage in voice conferences while on an SMS call.
 If you are handling an SMS call and pick up a voice call, the SMS call will
automatically be put on hold.
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Handling SMS Calls
 To put SMS calls on hold
NOTE If you answer an incoming voice call or another SMS call, any SMS call currently
in progress is automatically put on hold.
1. Click Hold.
 The hold indicator lights up yellow and displays an I.
 The Lists module record displays an IHold call state.
If the SMS caller sends new text while the call is on hold, the queue button
and list record show that the message has been updated.
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 To retrieve SMS calls from hold

 If there is only one SMS call on hold, or if you want to reconnect to the last
call you put on hold, click the SMS queue button.
OR
 If you have several SMS calls on hold, in the Lists module, double-click
the IHOLD or UPDT call state to retrieve a specific call.
OR
 Power 9-1-1’s default configuration is to press CTRL+F (the queue button
number) to reconnect to the SMS call that has been on hold the longest.
For example, in the following illustration, you would press CTRL+F2 to
pick up the SMS call on hold. If this combination does not work, contact
your system administrator. It may be configured differently.
You are connected to the SMS call.
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Handling SMS Calls
2.17.1 Working with SMS and Voice Calls Together

When communicating with a caller via SMS, you can place an outgoing call to an
agency and make this call part of the same incident as the SMS call. Furthermore,
if the agency you call is in your PSAP, answering the call populates the other
party's Power 9-1-1 screen with the incident containing the SMS so that the other
party also has access to the incident details, including the SMS transcript.
When you have both an SMS call connected and an outgoing voice call connected
to an agency:
 Pressing the Release button releases the last call connected (in this case, the
voice call). Pressing it again will release the SMS call.
 Pressing the HOLD button places both the SMS and the outgoing voice call
on hold. If the voice call cannot be placed on hold for any reason (for example,
if the agency has not yet answered the call), the SMS does not go on hold
either.
 Once the SMS and the voice calls are on hold, reconnecting to one of them
restores both.
NOTES  You cannot park an outgoing voice call to an agency while connected to an
SMS call. This displays an error message.
 When an outgoing voice call to an agency is added to an incident, it is
labeled as a TRF (Transfer) call.
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2.18 Communicating by Radio

There are two ways that a workstation can be set up for radio:
 Power 9-1-1 is integrated with an application such as Power RADIO, so that
radio calls can be handled through the Power 9-1-1 GUI.
When you want to speak to the radio caller, you click the push-to-talk (PTT)
feature button and click it again when you are finished speaking, to allow the
caller to respond.
PTT can also be controlled using a button on the headset, or a foot switch.
 Radio calls are processed using a radio console connected to the workstation.
You press buttons on the console to connect to radio channels; and use a foot
switch or a handset button to control PTT.
The following procedures describe radio functions for a configuration where radio
calls are processed using the Power 9-1-1 GUI.
 To activate the system to play radio through your headset

1. Click the R Headset feature button.
The feature button indicator lights up and you can hear radio through the
headset.
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Communicating by Radio
 To activate the system to play radio through the workstation speaker

1. Click the R Speaker feature button.
The feature button indicator lights up and you can hear radio through the
computer’s speaker.
 To communicate using a headset or handset

1. To speak to a radio caller, click the Radio PTT feature button.
The feature button indicator lights up, and you can speak to the caller.
2. When you are finished speaking, click the Radio PTT feature button again.
The indicator turns off, and the radio caller can respond.
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2.19 Recording Personal Greetings

Your Power 9-1-1 workstation can be configured with greetings that automatically
play when you answer calls:
 General greetings are recorded and configured by the system administrator.
 Personal greetings are recorded by call-takers, using the Record Greeting
panel.
The greeting that plays when a call is answered is determined by system
configurations, and factors such as the type of trunk carrying the call, the time of
day, and the number the caller dialed to reach the PSAP.
You are connected to the caller while the greeting plays.
Figure 36: Record Greeting Panel
IMPORTANT When the Record Greeting panel is open:

 Your position is placed in the Make Busy mode.
 You cannot access phone lines.
 Ringing is disabled.
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Recording Personal Greetings
 To record a personal greeting

1. Click the toolbar button configured to open the Record Greeting panel.
The panel contains entries that your system administrator has configured for
general and personal greetings. If there is no recording for an entry, the
Duration column shows 00:00.
You can record a new message for any personal greeting entry.
2. Click anywhere in the greeting entry (the Mode column value must be set to
ON - Personal Greeting).
3. Click to record a greeting using a handset, headset or microphone.

4. Click to stop recording.
The Duration column shows the length of the greeting (format is
seconds:hundredths of a second).
5. Click OK to save the recording and close the panel.
TIPS  Click to undo any changes made since the Record Greeting
panel was opened.
 If your Telephony module contains a Stop Greeting feature button, you can
click it to stop a greeting while you are on a call.
 To play back a recorded greeting

1. Make sure that the greeting is enabled (the Mode column value must be ON –
General Greeting or ON – Personal Greeting).
2. Click anywhere in the greeting entry.
3. Click .
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 To delete a personal greeting

1. Make sure that the greeting is enabled (the Mode column value must be ON –
Personal Greeting).
2. Click anywhere in the greeting.
3. Click the clear button.
The Mode column displays OFF, and the Duration column shows --:--.
The greeting entry remains in the panel, although there is no recording.
 To activate and deactivate greetings

1. Double-click the Mode column to display the drop-down list arrow.
2. Select one of these options from the drop-down list:
 OFF: Select this option to disable a general or personal greeting. The
Duration column shows --:--.
 ON – General Greeting: Select this option to enable the
pre-recorded generic message associated with a general greeting entry.
 ON – Personal Greeting: Select this option to enable the existing
recording for a personal greeting entry; or to record a new greeting for the
entry.
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Using Night Service
2.20 Using Night Service

This mode of operation is used to automatically override how incoming calls are
routed during the period of time when it is active.
Depending on your configuration, you can access the Night Service panel via a
feature button or a function key.
 To activate night service

1. Press the function key configured for Night Service or click the Night Service
feature button.
The Night Service panel opens.

2. Right-click the route you want to manage, and select one of the following:
 Activate: Night service manual override is turned on. MAN-ON mode
calls will enter the route.
 Deactivate: Night service manual override is turned off. MAN-OFF mode
blocks calls from entering the route; redirects these calls to other routes
listed.
 Automatic: Night service calls are distributed between all routes listed.
3. Confirm your action.
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2.21 Using Voice Mail

Depending on your configuration, you can access voice mail messages using a
feature button or a function key.
The Voice Mail feature button LED flashes green when the mailbox contains new
messages; the LED lights up steady green if the mailbox contains saved
messages.
Your user ID is used to access your voice mail.
NOTE For more detailed information about voice mail features and voice mail menu
selections, refer to your Positron VIPER Software Reference Guide.
 To connect to voice mail

 Press the designated Voice Mail function key (or function key
combination).
 Press the Voice Mail feature button. The feature button LED lights up
steady when you are connected to the voice mail.
2. If this is the first time you access your voice mailbox, you are prompted to
enter the default password given to you by your administrator. You will be
required to change your password, them prompted to enter it again to confirm.
3. When you are connected to the voice mail, listen and follow the auto-
attendant’s instructions.
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Chapter 3
Location Module
This chapter contains the following  Changing Calling Party

topics: Information
 Changing Incident Location
 ALI Panel
Information
 CPI Panel
 Performing an ALI Lookup in the
 ILI Panel
DBR Panel
 DBR Panel
 Printing Location Module
 Address Details Panel
Information
 Premises Information Panel
 Validating Locations
 TTY Panel
 Performing On-The-Fly Address
 Tagging Inaccurate ALI
Validations
 Performing a Manual ALI
 Accessing Premises Information
Retransmit
 Handling a TTY Call
 ALI Retransmission for Wireless
Calls
Chapter 3 - Location Module
3.1 Overview
The Location module includes the following panels:
 Automatic Location Identification (ALI)
 Calling Party Information (CPI)
 Incident Location Information (ILI)
 Premises Information
 DBR
 TTY
When a 9-1-1 call is answered, location information associated with the caller’s
phone number appears in the ALI, CPI, and ILI panels. Use these panels to
ensure that you have the correct address for the caller, and for the incident.
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ALI Panel
3.2 ALI Panel

Use this panel to confirm that the ALI associated with a call is accurate.
Figure 37: ALI Panel

Open Premises Information Panel
Retransmit ALI Open

Tag incorrect ALI TTY Panel
Caller/
incident
location
details
Perform an Open Address

ALI database Print ALI Details Panel
request (DBR)
The following rules apply:

 If the data is incomplete, or to get a location update for wireless calls, click the
RTX button to retransmit ALI.
 If the address that the caller gives you does not match the ALI in this panel,
click the Tag Incorrect ALI button. Reports on erroneous ALI records can be
generated with Positron Power MIS® and sent to the ALI provider.
 If your system is configured for ‘sticky ALI’, when you release a call, the
ANI/Caller ID and ALI of that call remains in the panel until you connect to a
new call (incoming or outgoing), or until you click the Clear Card button on the
toolbar.
 You cannot edit information.
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 You can print panel contents.

 Panel content and layout is determined by your system administrator.
3.3 CPI Panel

This panel displays caller address information from the telco’s database and can
be redesigned by your system administrator.
Use this panel to:
 Enter the caller’s correct phone number and address, if you clicked the Tag
Incorrect ALI button in the ALI panel to indicate that the panel contains
incorrect information.
 Record the caller’s phone number and address, if it is not the same as the
phone number and address associated with the incident location.
Figure 38: CPI Panel

Open Premises Info Panel
Retransmit ALI Open TTY Panel
Perform an Clear Validate Accept Cancel Print Open

ALI database Panel Address changes changes Panel Details Panel
request (DBR)
 Click the RTX button to retransmit ALI if the data received is incomplete.
 Print panel contents.
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ILI Panel
3.4 ILI Panel

This panel displays the caller’s address by default, even if the incident is not
occurring at that location. (For example, if the caller is reporting a robbery across
the street.)
Use this panel to specify where the incident is happening. This panel can be
redesigned by your system administrator and allows the user to print information.
Figure 39: ILI Panel

Open Premises Info Panel
Retransmit ALI Open TTY Panel
Perform an Clear Validate Accept Cancel Print Open

ALI database Panel Address changes changes Panel Details Panel
request (DBR)
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3.5 Database Request Panel

Your workstation may be configured to display the default database request (DBR)
panel or the Advanced DBR panel. Use this panel to send queries to the ALI
database.
To execute a database request, see “Performing a Database Request” on
page 126.
Figure 40: Default Database Request Panel
Click to perform a DBR with the Click to explain why you

data entered in the search box needed to perform a DBR
Click to Click to
clear the print the
panel Panel
Click to Click to copy Click
return to query results to open
the Location to other panels the Details
panel where panel
you were
working in
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Database Request Panel
Figure 41: Advanced Database Request Panel

Click to perform a DBR with the Click to explain why you
data entered in any box needed to perform a DBR
Click to Click to
clear the print the
panel Panel
Click to Click to copy Click
return to query results to open
the Location to other panels the Details
panel where panel
you were
working in
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3.5.1 Performing a Database Request

If you do not receive ALI when you answer a call, you can send a query to the ALI
database to retrieve location information. The results can be manually copied into
other panels. You can execute a DBR from the ILI, CPI or ALI panel.
 To perform a DBR
1. Click the DBR button in the ALI, CPI, or ILI panel.
The default DBR or Advanced DBR panel appears.

 In the default DBR panel:
– In the Search box, enter the telephone number for which you want to
retrieve ALI, and click the Search button.
 In the advanced DBR panel:

– Enter information for which you want to retrieve ALI, and click the
Search button.
The Search button indicator lights up yellow until ALI is retrieved from the
database.
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Database Request Panel
One of the following will occur:

 If the query is successful:
ALI appears in the DBR panel, the location for the displayed search result is
shown in Power MAP, and the Reason button becomes active.
– To specify a reason for why you needed to perform a database
request (for example, if ALI was not received with a call), see “To
specify why you performed a DBR” on page 127.
– To copy the search results into other panels, see “To copy search
results to the ILI, CPI, and ALI panels” on page 128.
 If ALI is not found in the database:

An error message appears in the system message bar.
– If the problem is due to human error (for example, if the message

is “Invalid Telephone Format”), try the query again. See “To clear
DBR results” on page 128.
 To specify why you performed a DBR

1. Click the Reason button to record why you need to perform an ALI database
request.
2. Enter an explanation in the Database Request Reason dialog and click OK.
The reason for the database query is saved to the database as part of the
DBR record and will appear in Power MIS reports.
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 To clear DBR results

1. Click the Clear button.
Information is deleted from all boxes so you can perform another DBR.
 To copy search results to the ILI, CPI, and ALI panels

1. Click Copy to ILI, Copy to CPI, or Copy to ALI.
 To print search results

1. In the DBR panel, click the Print button.
 To close the DBR panel

1. Click the ADR button.
The tab in the Location module where you were working before the DBR is
displayed.
 To cancel a search
1. Click the Search button twice.
TIPS  The DBR panel saves information for the ten most recently performed
database searches. Use the next and previous buttons to display saved
search results.
 The indicator on the Reason button lights up yellow if a reason was entered
for the displayed search result.
 Saved search results are cleared when you log off.
 Click to close the DBR panel without saving or copying.
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Address Details Panel
3.6 Address Details Panel

This panel displays additional information associated with the call or incident.
Information can be displayed in parsed or raw ALI format. Raw ALI is displayed in
the same way as it would be on an electroluminescent display – in a maximum of
16 lines, with a maximum of 32 characters on each line.
 To use the details panel

 Click the forward arrow button in the ALI, CPI or ILI panel to open the
Address Details panel.
 Click the back arrow button to close the Address Details panel.
Figure 42: Address Details Panel (Parsed Format)
Figure 43: Address Details Panel (Raw ALI Format)
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3.7 Premises Information Panel

The Premises Information database contains information such as:
 How to enter a building
 Whether there are hazardous materials on-site
 Evacuation procedures
 Other details about a building or its occupants
When you answer a call, a query based on the phone number is automatically
completed to retrieve site information. If the indicator on the Premises
Information button lights up, there is site information associated with the ALI.
Premises information can be organized into pages connected by hyperlinks.
Figure 44: Premises Information Panel

Page Navigation buttons
Home button Click to close panel
Information can be displayed in formats such as:

 Text
 Hyperlinks to web pages
 Images (such as floor plans or site photos)
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TTY Panel
3.8 TTY Panel

This panel is used to communicate with speech- or hearing-impaired callers.
By default, when this panel is opened, it covers the Lists module.
To use TTY, see “Handling a TTY Call” on page 151.
Figure 45: TTY Panel

Click to close panel
Conversation
transcript
Question box: Drop-down list Click to stop

contains generic questions transmission
When indicator
is lit, press
ENTER to
transmit a
sentence
Click to select Click to print transcript

communication protocol
• Click HCO for speech-impaired caller
Click to disconnect TTY • Click VCO for hearing-impaired caller
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3.9 Tagging Inaccurate ALI

You can tag an ALI record to indicate that it is inaccurate if:
 A caller gives you location information that does not match the ALI shown in
the ALI panel.
 You are unable to validate an address using MOSAG.
Periodically, a report containing all tagged ALI records is generated and sent to
the telephone company or ALI database administrator, so that errors can be
corrected.
 To tag inaccurate ALI

1. Click the ALI tag button in the ALI panel.
The ALI tag indicator lights up.
TIP Click the ALI tag button again to untag a record.
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Performing a Manual ALI Retransmit
3.10 Performing a Manual ALI Retransmit

If you receive incomplete or corrupted ALI, you can request a retransmission of
data from the ALI database.
For example, when you answer a wireless call, the first ALI received may contain
just the caller’s name and callback number. When enough time has elapsed for
the wireless service provider to determine the caller’s location (can take 30
seconds or longer), you can request a retransmission to update the ALI panel with
location information.
 To request an ALI retransmission

1. Click the RTX button in the ALI panel.
The RTX indicator flashes yellow until the new ALI appears in the ALI panel.
The status bar displays the message: “New ALI received.”
NOTE If the ALI database link is fast, you may receive new ALI before the RTX indicator
flashes.
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3.11 ALI Retransmission for Wireless Calls

Power 9-1-1 can be configured to receive automatic location updates for calls
made on cell phones (wireless calls). A counter on the ALI button shows how
much time has elapsed since the last update. When the retransmitted location
information is received with no change, the counter does not change.
NOTE If the Location module does not include CPI and ILI panels, the ALI rebid counter
is displayed at the top of the module.
Select one of the following options at any time while handling a wireless call:
 No Auto RTX: Disables automatic ALI retransmission.
 Single Auto RTX: Performs one retransmission after a configured time
elapses.
 Continuous RTX: Retransmissions occur at regular intervals until the call is
released.
The RTX button indicator lights up yellow when the feature is activated. When
Power 9-1-1 requests a retransmission, a “Waiting for ALI” message appears in
the system message bar, and the RTX button indicator flashes yellow.
 To receive regular ALI retransmissions

1. Right-click RTX and select Continuous Auto RTX during a wireless call.
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ALI Retransmission for Wireless Calls
The RTX indicator lights up yellow. Power 9-1-1 receives ALI updates at
regular intervals (for example, every 20 seconds). Each time ALI is received,
the counter resets to 0 and the system message bar displays a notice.
 To request a single ALI retransmission

1. Right-click RTX and select Single Auto RTX during a wireless call.
The RTX indicator lights up yellow. A single retransmission occurs after a

pause (for example, if the pause is set to 20 seconds, the retransmission
happens 20 seconds after you select Single Auto RTX). When the new ALI is
received, the RTX indicator turns off and the counter resets to 0.
 To disable automatic ALI retransmission

1. Right-click the RTX button and select No Auto RTX.
The RTX indicator turns off. The counter continues to run for the duration of
the call, showing the time elapsed since the last ALI was received.
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3.12 Changing Calling Party Information

You can clear or modify the contents of the CPI panel, if you determine that the
information displayed is incorrect.
 To change calling party information

1. Display the CPI panel.
2. Use your keyboard to edit panel information. Press the TAB key to advance
through boxes.
 Click the accept button.
The indicator on the CPI button lights up yellow to signify that changes have
been saved.
Changes are automatically copied into the ILI panel, unless you have already
manually edited ILI panel information.
NOTE Your system may be configured so that changes are automatically accepted
when you move to another panel, so you do not have to click the Accept button.
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Changing Incident Location Information
 To clear the CPI panel

Information is deleted from all boxes.

2. Click the Accept button to save the cleared panel.
3.13 Changing Incident Location Information

You can clear or modify the contents of the ILI panel, if you determine that it
contains incorrect information.
 To change incident location information

1. Click the ILI button to display the ILI panel.
2. Use your keyboard to edit panel information. Press the TAB key to advance
through boxes.
3. Click the Accept button to save the changes.
The ILI button indicator lights up to signify that changes have been saved.
NOTES  Your system can be configured so that changes are automatically accepted
when you move to another panel, so you do not have to click the Accept
button.
 Changes made to ILI information are not copied into the CPI panel.
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 To clear the ILI panel

Information is deleted from all boxes.

2. Click the Accept button to save the cleared panel.
3.14 Printing Location Module Information

You can print information displayed in any Location module panel.
 To print ALI, CPI, ILI, DBR, or TTY panel contents

1. Display the panel from which you want to print information, then click the
Print button.
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Validating Locations
3.15 Validating Locations

Power 9-1-1 can be integrated with one of these address validation tools:
 PLM (Positron Location Manager)
 MOSAG (Master Object Street Address Guide)
When a call is retrieved, Power 9-1-1 automatically sends a query to the GIS
database to validate the location information contained in the ALI.
When the result of the validation is sent back to Power 9-1-1, the Val button
indicator lights up in one of these ways:
 Green: One match for the address was found in the database. The address
is valid.
 Red: No exact match was found. Either the address is invalid (there is no
match in the database) or multiple possible matches have been found. In both
cases, you can do a manual validation to complete the address verification
process.
3.15.1 Manual Validations

You can perform manual validations on a location entered in the CPI or ILI panel
Address box.
NOTES  If you perform a manual validation from the CPI or ILI panel, search results
replace the location entered in the Address box.
 You can also do on-the-fly address validations that do not change the
location shown in the CPI or ILI panel. See “Performing On-The-Fly Address
Validations” on page 149.
When you enter a location for validation, you can use any combination of upper-
and lower-case characters. If you are unsure of the spelling, you can type partial
words, but this results in a longer list of possible matches.
Separators are used to format search text with the correct query syntax.
You can query for:
139
 Addresses: Add a separator (default is a comma) before the city or

community name (for example: 3307 main st w, Boston).
 Intersections: Add a separator (default is a slash) between the names of the
streets that form the intersection (for example: main/broadway).
 Common Places: Enter the common place prefix character (default is an
ampersand), then the place name (for example: @city hall).
 Aliases: You can also validate aliases. For example, if callers use a former
street name to report the location of an emergency, query results can include
the new street name.
The indicator on the Val(idate) button blinks yellow while the validation is in
progress.
NOTE Ask your system administrator for a list of separators used at your site.
3.15.2 Address Validation Using the Positron Location Manager
 To validate an address using the PLM

1. Perform one of these actions in the Location module’s ILI or CPI panel:
 Enter the location that you want to validate in the Address field, then click
the Val button.
ILI or CPI panel Address field
 Right-click the Val button, then enter the location in the search panel and
press ENTER.
Search Panel
If the database contains one exact match for the location you entered, the Val
button indicator lights up green to signify that a query was performed and the
address is valid.
140
If there are multiple possible matches for the location, the Positron Location
Manager – Search window opens.
Positron Location Manager – Search
2. In the left pane, expand the appropriate community name entry, then select a
street name.
Addresses (or address ranges) for the street that you selected appear in the
right pane. Details such as the closest common place and the names of the
streets that define the block may be included.
141

 In the right pane, select the address or range that you wish to use as the
valid location, then click Accept.
 In the right pane, double-click the address or range that you wish to use
as the valid location.
Location details for the search result you selected appear in the CPI or ILI
Address display.
TIPS  The Positron Location Manager – Search window is free-floating; you can
click the title bar and drag the window anywhere on your screen.
 If you run a query from the Location module CPI or ILI tabs, you are not able
to select another tab until you click Accept.
 To validate an intersection using the PLM

1. Display the Location module ILI or CPI panel, then click the Val button.
The Positron Location Manager – Search window appears.
2. In the Location field, do one of these actions:
 Enter the name of the first street and a separator (default is a slash),
then press ENTER. All possible matches are listed in the left pane.
Go to step 3 on page 143.
OR
 Enter the name of the first street, a separator, and the name of the second
street.
– If an exact match for both street names is found, the text turns bold.
Press ENTER to accept the validation. The search window closes
and location information is sent to Power 9-1-1.
– If there are no exact matches, the left pane displays “No matches
found”. Verify that you entered the street names correctly.
142
– If an exact match for both names is not found, the second street name
is ignored, and a list of possible matches for the first street name
appears in the left pane. Go to step 3.
3. In the left pane, click the correct first street name.
All the streets that intersect with the street you selected appear in the right
pane.
4. In the right pane, double-click to select a second street name.
The Positron Location Manager – Search window closes and location

information is sent to Power 9-1-1.
 To validate a common place using the PLM

1. Display the Location module ILI or CPI panel, then click the Val button.
The Positron Location Manager – Search window appears.
2. In the Location box, enter part or all of the common place name (for example,
general hospital), and press ENTER.
 If one exact match is found, the text turns bold. Press ENTER to accept
the validation. The Positron Location Manager – Search window closes
 If there are no exact matches, the left pane displays “No matches found”.
Verify that you entered the common place name correctly.
 If there are multiple possible matches, they are listed in the left pane.
Go to step 3.
143
3. Click a place name in the left pane.
– If the database contains an address for the common place, it appears

in the right pane. If multiple addresses appear, there is more than one
common place with the same name.
– If the database does not contain an address for the common place,
‘Common place address not found’ appears in the right pane.
4. Click the common place address to select it.
The Positron Location Manager search window closes and location
information is sent to Power 9-1-1.
3.15.3 Manual Address Validation Using MOSAG-GIS

NOTE You can use the Location module search function to search for valid location
information, without overriding information entered in the CPI or ILI tab Address
box. See “Validating Locations” on page 139.
 To validate an address received with a call, or an address

entered by the user
1. Display the CPI or ILI panel and click the Validate button.
The MOSAG dialog appears. The Location box displays the address shown
in the CPI or ILI panel.
 If you want to search for a different address, enter it in the Location box.
If the text turns bold, one exact match has been found. Press ENTER to
accept it and send the validated address back to Power 9-1-1. If the text
does not turn bold, press ENTER to search for possible matches.
If there are no matches, the left pane displays “No matches found.” If you
entered a new address, verify that you entered it correctly.
144
If there are multiple matches, street names are listed in the left pane, and
addresses or address ranges are listed in the right pane. If available, location
context details such as the nearest common place, or one or both of the
nearest cross-streets, is displayed.
2. In the left pane, select the correct street.
3. Double-click to select the correct address or range.
The MOSAG dialog box closes and location information is sent to

Power 9-1-1.
3.15.4 Manual Intersection Validation Using MOSAG-GIS
 To validate an intersection
145
2. Perform one of these actions in the Location box:

 Enter the name of the first street and a separator (such as a slash), then
press ENTER on your keyboard. All possible matches are listed in the left
pane. Go to step 3.
OR
 Enter the name of the first street, a separator (such as a slash), then enter
the name of the second street.
– If an exact match for both street names is found, the text turns bold.
Press ENTER to accept the validation. The MOSAG dialog closes
– If there are no exact matches, the left pane displays “No matches
found”. Verify that you entered the street names correctly.
– If an exact match for both names is not found, the second street name
is ignored, and a list of possible matches for the first street name
appears in the left pane. Go to step 3.
3. In the left pane, click the correct first street name.
All the streets that intersect with the street you selected appear in the right
pane.
4. Double-click to select a second street name in the right pane.
The MOSAG dialog closes and location information is sent to Power 9-1-1.
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3.15.5 Manual Common Place Validation Using MOSAG-GIS
 To validate a common place

2. In the Location box, enter part or all of the common place name (for example,
general hospital), and press ENTER.
 If one exact match is found, the text turns bold. Press ENTER to accept
the validation. The MOSAG dialog closes and location information is sent
to Power 9-1-1.
 If there are no exact matches, the left pane displays “No matches found”.
Verify that you have entered the common place name correctly.
 If there are multiple possible matches, they are listed in the left pane.
Go to step 3.
3. Click a place name in the left pane.
 If the database contains an address for the common place, it appears in

the right pane. If multiple addresses appear, there is more than one
common place with the same name.
 If the database does not contain an address for the common place,
‘Common place address not found’ appears in the right pane.
4. Click to select the common place address.
The MOSAG dialog closes and location information is sent to Power 9-1-1.
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3.15.6 Validating Locations with MOSAG-DB
 To manually validate an address received with a call

1. Display the CPI or ILI panel and click Val.
The Results window appears.

 If an exact match was found, the address appears in bold at the top of the
Results window.
 If the address received with the call was incomplete or is not found in the
database, the results window will display a <<NOT FOUND>> entry.
Press ESC to close the Results window.
The Val button indicator stays red to indicate that the location has not been
validated. Tag the ALI record as being inaccurate.
 If several possible matches are found for the address received with the
call, they are listed in the Results window. Select the result that you think
is correct, then press ENTER.
The address of the result you selected appears in the panel that you started
the query from.
TIP Press ESC on your keyboard to end a query, and to close the MOSAG Entry
panel or Results window.
 To manually validate a location entered by the user (in the CPI, ILI or MOSAG
Entry panels)
1. Right-click the Val button in the CPI or ILI panel.
The MOSAG Entry panel appears.

2. Perform one of these actions:
148
Performing On-The-Fly Address Validations
 If you are trying to validate an address that you entered in the CPI or ILI
panel for a call that you are handling, that address should be displayed in
the MOSAG Entry box. If not, use your keyboard to enter the address.
 If you want to query for any location, use your keyboard to enter a full or
partial address, an intersection, or a common place name in the MOSAG
Entry box.
The Results window appears.
 If the database does not contain a match, <<NOT FOUND>> appears in
the results window. Press ESC to close the Results window.
The Val button indicator lights up red, to indicate that the location has not
been validated. Tag the ALI record as being inaccurate.
 If several possible matches are found, they are listed in the Results
window. Select the result that you think is correct, then press ENTER.
The address of the result you selected appears in the panel that you started
the query from.
3.16 Performing On-The-Fly Address Validations

Use this procedure to search for valid address information when you do not want
to override the location data shown in the CPI or ILI panel.
 To search for a location

1. In the CPI or ILI panel, right-click the Val button.
The search panel appears.
2. Enter the location that you want to find and press ENTER.
149
The search panel opens, displaying the address that you entered.
3. Press ENTER.
4. Double-click the search result that you want to use.
NOTE For details on working with search results, see “Manual Address Validation Using
MOSAG-GIS” on page 144.
All location information for the search result that you selected appears in the
search panel.
3.17 Accessing Premises Information

For a labeled illustration of the Premises Information panel, see “Premises
Information Panel” on page 130.
 To access site information associated with a location

1. When you answer a call, if the indicator on the Premises Information button
lights up, there is detailed site information associated with the ALI. Click the
button to open the Premises Information panel.
Premises information can be organized into pages (one page for each
category) connected by hyperlinks.
150
Handling a TTY Call
2. Click a hyperlink (underlined in blue) to open a page.
The page of information you selected appears.

3. To exit the page, click .
TIPS  Use the arrow buttons at the top of the panel to go from page to page.
 To expand the Premises Information panel, press ALT+M. To revert to the
original size, press ALT+M again.
3.18 Handling a TTY Call

Use the TTY panel to communicate with speech- or hearing-impaired callers who
contact the PSAP using a TTY device.
Power 9-1-1 can be configured to detect when a caller is using a Baudot
TTY device.
The TTY panel has a list of generic questions and statements that you can use to
speed up communication.
To make a call using TTY, see “Making a TTY Call” on page 73.
IMPORTANT Only Baudot TTY calls can be conferenced or transferred.
151
 To handle a TTY call

1. Answer the call, using one of these methods:
 For automatic Baudot TTY detection:
– The TTY panel opens over the Lists module. The Baudot button
indicator lights up green to confirm that you are connected to the
caller.
When you connect to the TTY call:

Your site may be configured so that when you connect to a caller’s TTY
device, Power 9-1-1 sends a standard greeting. If not, caller text appears in
the TTY panel.
 Text received from the caller is preceded by Rx>. Text sent to the caller is
in italics, and is preceded by Tx>.
 The TTY button indicator lights up yellow when there is text in the TTY
panel.
 Click the HCO button for a caller who can hear but cannot speak.
 Click the VCO button for a caller who can speak but cannot hear.
 HCO and VCO buttons are dual-function. Click once to activate (indicator
lights up green); click again to deactivate.
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Handling a TTY Call
Use one of the following ways to send text to a caller:

 Click the drop-down arrow of the Questions box to select a generic TTY
question. It appears in the transcript display, and is sent to the caller.
 Enter text in the Questions box. Each keystroke is transmitted as you

type. If you want to control when characters are sent, click the Buffered
button to light up the indicator, and enter text. To transmit, press ENTER
on your keyboard.
TIP When you send a message, if the transcript text looks corrupted, then text is
coming in at the same time as your message is being sent. Click the Stop button
to the right of the Question box to stop message transmission.
2. Create an incident when you determine what the emergency is (for details,
see “Creating Incidents” on page 158):
 Click the Ellipses button and double-click a value in the Incident Type
Selection panel.
 If your system uses incident suffixes, double-click a value in the suffix list.
Questions related to the incident type appear on question buttons in the
Incident module and in the Questions list in the TTY panel.
153
3. Use the questions drop-down list in the TTY panel to select incident-related
questions to send to the caller; enter responses in the Incident Detail
module.
4. When the conversation is over, click to release the line.
TIP If you want to disconnect the line from the caller’s TTY device during a TTY call
(for example, you establish voice communication with someone who is with the
caller), click the Disconnect button.
5. Click to close the TTY panel.
TIP In the Released Calls list, if the TTY column shows Yes, or if you select a call
record, and the TTY button in the Location module lights up yellow, then the call
has associated TTY information.
Open the TTY panel to see a transcript of the conversation.
154
Chapter 4
Incident Modules

 Creating Incidents
 Changing the Language of
Questions
 Changing the Priority
 Assigning a State
 Accessing Standard Operating
Procedures
 Linking Incidents
Chapter 4 - Incident Modules
4.1 Overview
Use these modules to collect incident information from a caller. Assign an incident
type, then use the Incident Question buttons to gather basic information.
NOTE In some systems, you an also assign an incident type suffix. See Figure 47.
You can:
 Change the language in which questions are displayed.
 Modify the incident priority.
Figure 46: Incident Module

Incident ID Click to open
(generated by Power 911) Incident Status SOPs module
Incident type
and priority
Incident
Question
Buttons
Figure 47: Incident Module with Incident Type Suffix

System-generated Click to assign Click to open
Incident ID incident type + suffix Incident Status SOPs module
Incident
Question
Buttons
156
Overview
Figure 48: Incident Detail Module (call transcript section)

Transcript
display:
Shows your
questions
and caller’s
answers
Answer
box: Used to
enter caller’s
answers
The transcript display can be configured to show questions and answers in

two ways:
 Chronological: Questions with related answers are listed in the order that
question buttons are clicked. If a question button is clicked more than once,
there is one question/answer entry for each click.
 Grouped: There is only one entry for each question. If you click a question
button more than once, all answers to that question are listed in chronological
order.
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4.2 Creating Incidents

You must specify an incident type for each 9-1-1 call. Questions relevant to the
incident type appear on buttons to ensure that you get all necessary information
from the caller.
You can use an existing incident to create a duplicate incident. See “Creating
Duplicate Incidents” on page 163.
 To create an incident in systems that use incident suffixes

1. If your system uses incident suffixes, click the Ellipses button.
The Incident Type Selection panel appears.
 When you start typing in the Type box, the Type Choices list filters to
show only those incident types that contain characters that you entered.
 Presss ENTER to focus or highlight the entry at the top of the list.
 Double-click the incident type that you want to apply.
If there are no sub-categories (suffixes) for the incident type, the panel closes.
If there are sub-categories associated with the incident type, the Suffix
Choices list appears. The default suffix is highlighted.
 Double-click the suffix that you want to apply.
158
Creating Incidents
The values you selected appear in the Type boxes. The Pri box displays the
default priority for the incident type or incident suffix (if there is one), and a
system-generated ID number appears in yellow above the Type box.
Incident Suffix
In the Lists module, the suffix appears in parentheses after the incident type.
The suffix is also included in printouts of incident card information.

Questions relevant to the incident appear on Incident Question buttons.
Usually, the correct sequence of questions runs from left to right, starting at
the top-left button. Important questions are underlined.
NOTE When a user enters an answer, the label on the Question button lights up yellow.
If the system is configured for data transfers, in the Transfer module,

P and S buttons light up yellow for agencies that are recommended as
primary or secondary responders.
2. Click an Incident Question button.
The question appears in the transcript display.

3. Enter caller comments in the Answer box.
159
4. To save answers, do one of the following:

 Click any Question button.
 Press TAB to advance to the next question button.
 Press ENTER.
 Perform an action in any other GUI module.
Text appears in the transcript display. The Question button indicator lights up
green to signify that the answer has been saved.
TIP To expand the transcript display, click anywhere in the Incident Detail module,
then press ALT+M. Press ALT+M again to return the transcript display to its
original size.
If you change the incident type:

 Agency recommendations change.
 The priority changes.
 Question button labels change, but text in the transcript display does not
change.
NOTES  If you are working on an existing incident, and a question button

indicator is yellow, then a caller answer has already been saved by
another call-taker.
 Saved information cannot be modified.
160
Creating Incidents
 To create an incident in systems that do not use incident suffixes

1. Select a value from the Type drop-down list.
 A system-generated ID number appears in yellow above the Type box.
 Questions relevant to the incident appear on Incident Question buttons.

The correct sequence of questions runs from left to right, starting at the
top-left button. Important questions are underlined.
NOTE When a user enters an answer, the label on the Question button lights up yellow.
 If the system is configured for data transfers, in the Transfer module,

P and S buttons light up yellow for agencies that are recommended as
primary or secondary responders.
2. Click an incident question button.
The question appears in the transcript display.
161
3. Enter caller comments in the Answer box.
4. To save answers, do one of these actions:

 Click any Question button.
 Press TAB to advance to the next Question button.
 Press ENTER.
 Perform an action in any other GUI module.
Text appears in the transcript display. The Question button indicator lights up
green to signify that the answer has been saved.
TIP To expand the transcript display, click anywhere in the Incident Detail module,
then press ALT+M. Press ALT+M again to return the transcript display to its
original size.
If you change the incident type:

 Agency recommendations change (unless the Unique Agency
Recommendation configuration is enabled).
 The priority changes.
 Question button labels change, but text in the transcript display remains
the same.
NOTES  If you are working on an existing incident, and a Question button indicator is
yellow, then a caller answer has already been saved by another call-taker.
 Saved information cannot be modified.
162
Creating Incidents
4.2.1 Creating Duplicate Incidents

Use the following procedure to create an incident that inherits information from an
existing incident.
For example, you can create duplicate incidents to track different responses to the
same emergency event.
NOTE You can duplicate closed incidents.
 To create a duplicate incident

1. Make sure that the GUI shows information on the incident that you want to
duplicate.
2. Press the toolbar button for function key configured for incident duplication.
A new incident with an ENTRY state is created.
Depending on how your system is configured, the new incident will include the
following information from the original incident:
 The address, incident type and priority, ANI, and calling party name
 All information, including questions and answers
163
4.3 Changing the Language of Questions

If your site provides emergency services in more than one language, Power 9-1-1
can be configured to display incident questions in those languages.
 To change the language of incident questions

1. Right-click an Incident Question button and select a language.
The labels on all question buttons change to the language you specified.
IMPORTANT If your site uses question-based agency recommendations, you must enter Yes
or No answers in the language in which the Question button text is displayed.
For example, if incident questions are in Spanish, you must type Sí instead of
Yes.
4.4 Changing the Priority

The incident priority appears in the box labeled Pri, which indicates the severity of
the emergency. Values range from 1 (the highest), to a maximum determined by
the system configuration. You can change the priority at any time, but choices are
limited to the values in the drop-down list.
 To change an incident priority

1. Select a value from the Priority drop-down list.
164
Assigning a State
4.5 Assigning a State

You must update the incident status whenever an emergency enters a new
phase of treatment. Incident states appear in call records in the Lists module.
They include:
Request for A resource is required at the incident site. When you select RDSP, a
Dispatch record appears in the Pending Incidents list.
(RDSP)
Dispatch At least one resource has been dispatched to the site. When you select
(DISP) DISP, the incident record moves from the Pending Incidents list to the
Dispatched Incidents list.
En Route At least one resource is on its way to the site. When you select this option,
(ENRT) the record in the Active Incidents list shows an ENRT status.
On Scene At least one resource has arrived at the site. When you select this status,
(ONSC) the record in the Active Incidents list shows an ONSC status.
OK The emergency is under control. When you select this option, the record in
the Active Incidents list shows an OK status.
Closed The incident has been closed. When you select this status, the record
(CLSD) moves to the Agent Incidents list.
Canceled The incident has been canceled. When you select this state, the record
(CNCL) moves to the Closed Incidents list. Incidents can be canceled at any time.
Abandoned The caller hung up before the call was answered, or while the call was
(ABDN) being processed.
Entry (ENTR) A closed incident has been reopened and can be modified. You can
reopen incidents with any state except for FILED (the record has been
saved to the database). When you assign an ENTR state to an incident, a
record appears in the Entry Incidents list with an ENTRY status.
165
 To assign a state to a new incident

1. In the Incident module, select a value from the Stat drop-down list.
 To update the state of an existing incident

1. In the Lists module, double-click the record for the incident that you want to
update.
2. In the Incident module, select a new value from the Stat drop-down list.
166
Accessing Standard Operating Procedures
4.6 Accessing Standard Operating Procedures

When an incident type is assigned to a call, if there are standard procedures for
handling that type of incident, the SOPs button indicator lights up.
 To access SOPs
1. Click the SOPs button.
The SOPs panel appears.
SOP information can be organized into multiple pages (one page per
category) that are connected by hyperlinks (text is underlined in blue).
2. Click a hyperlink to go to a page.
TIPS  Use the scroll bar to view all information.

 To expand the SOPs window, press ALT+M.
To revert to the original size, press ALT+M again.
 Click the Home button to return to the main SOPs menu.
167
4.7 Linking Incidents

If multiple callers report the same incident, you can designate one incident record
as the main incident, and link duplicate (child) incidents.
When a call is picked up, the system uses the ILI to search for duplicate calls or
incidents within a radius around the current incident’s location.
To qualify as a possible match for the active incident:
 Incidents must have the same incident type and incident suffix; calls must
have the same ESN
 Incidents cannot already be linked to another incident.
 Incidents must have a status other than Entry.
Possible matches for the current incident are displayed in the Duplicate Incidents
or Duplicate Calls list, and organized according to how closely they meet the
combined criteria of proximity, ESN, and incident type, with the closest matches at
the top of the list.
When you select a main incident in any list, the Linked Incidents list is displayed.
It shows incidents that are linked to the selected main incident. You can use this
list to change main/child relationships, and to unlink records.
TIPS  You can use the Link State column in any list to change main incident
assignments, and add or remove links.
 Right-click an incident record in any list to open the Incident Viewer, which
you can use to perform link actions, and to see a summary of incident
information. See Figure 49.
Details for linked incidents are saved to the Power 9-1-1 database. They are
included in call detail records, and in reports generated using Power MIS.
168
Linking Incidents
 To link incidents
1. Create an incident for the active call.
If the system finds similar incidents, the Duplicate Incidents or Duplicate
Calls list indicator lights up green.
2. In the Duplicate Incidents or Duplicate Calls list, right-click anywhere in an
incident record to open the Incident Viewer.
Figure 49: Incident Viewer

Click to link this incident to main incident
Click to print Viewer contents Click to remove a link to main incident
Click to display Shows how

incidents linked close this
to this incident 10 m incident is to
the current
Incident # and incident (meters)
creation time
Incident state
and priority
Incident 5101 Buchan St Fire - Station 18 Dispatched

location EMS - Unit 421 agencies
Scroll down
Clear Panel Click to copy ALI retrieved Print Panel to see
from database into other panels Open Details Panel incident Q&A
3. Click the Link button to link the incident shown in the Incident Viewer to the
main incident (the one you are currently handling).
If an incident (child) has been linked to another (main) incident, once the child
incident is updated with a status other than Entry, it cannot be edited. State
changes must be made to the main incident, and those changes are applied
to the child incident.
169
TIPS  The History Incidents list shows incidents with the same ANI as the current
incident.
 In all lists other than the Linked Incidents list, child incidents show a Linked
state, followed by the main incident ID in parentheses.
 You can press ALT+N to open the Incident Viewer.
 To change link states

1. In any list, double-click inside the Link State column of the record that you
want to set as the main incident.
The Link State changes to Main.
The record that was the main incident becomes a child to the new main
incident, and displays a Linked state.
Linked Incidents list All other lists
170
Linking Incidents
 To remove links
1. In the Link State column:
 To unlink a child incident, double-click inside the Link State column.
– If you are working in the Linked Incidents list, the child record is
removed from the list.
– In any other list, the record remains, but the link state is blank.
171
Chapter 5
Transfer Module

 Agency Buttons
 Extended Agency Panel
 Agency List
 Contact List
 Selected Agencies List
 Performing Call Transfers
 Performing Data Transfers
 Monitoring Data Transfers
Chapter 5 - Transfer Module
5.1 Overview
Use the Transfer module to contact emergency response agencies and/or to send
them incident data.
If your system uses automatic agency recommendation, the incident type and the
ESN associated with a call determine which agencies the system recommends to
treat the emergency.
The primary agency should be notified first, because it is best suited to handle the
incident. Secondary agencies are those that can provide assistance. For example,
if there is a house fire, the fire department would be the primary agency, and
police and ambulance might be secondary agencies.
If agencies are configured for data communication, agency buttons include
P, S, and data transfer indicators.
If the indicator on the Sel(ected) Agencies button lights up yellow, then at least
one agency has been recommended. Open the Selected Agencies List to see
recommendations. You can change agency recommendations.
Figure 50: Transfer Module

Data Transfer
Indicator
‘P’ lights up yellow for primary agency
‘S’ lights up yellow for secondary agencies
Agency
Buttons
Click to open Click to send data to Click to open

Selected Agencies List all primary and Data Transfer List
When indicator is yellow, the secondary agencies
list contains one or more entries
174
Agency Buttons
Depending on how an agency button is configured, when you right-click the

button, you will open:
 The Agency List, which contains all agencies that are configured for voice
and/or data transfers. For details, see “Agency List” on page 179.
 An Extended Agency panel, which contains one button for each agency to
which you can transfer voice and/or data. For details, see “Extended Agency
Panel” on page 178.
5.2 Agency Buttons

Agency buttons are used to transfer voice (calls) and data (incident information) to
primary and secondary response agencies. Callers are usually transferred to the
primary agency.
If data communication is enabled for an agency, the agency button includes data
transfer, primary assignment, and secondary assignment indicators, as shown in
Figure 51.
Figure 51: Agency Button with Voice and Data Transfer

Talk Indicator I-hold Indicator
Data Transfer Button
Primary Assignment
Agency Type
Button
Agency Secondary Assignment

Button
Figure 52: Agency Button Voice Transfer Only

Talk Indicator I-hold Indicator
Agency Type
Agency
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Table 3: Agency Button Components

Component Description
Talk indicator Lights up steady green when you are on the line with an
agency.
I-hold indicator Flashes yellow if you have put an agency on hold.
Agency Type label Identifies the type of agency associated with the agency
button. If agency recommendation based on ESN is disabled,
label text is configurable.
Agency label The name of the agency associated with the button. The
system can be configured so that the label displays whatever
agency serves the ESN zone in which the incident is
occurring.
If agency recommendation based on ESN is disabled, label
text is configurable.
Primary Assignment The P lights up yellow to indicate that the agency has been
Button recommended as being best-suited to handle the emergency,
and should be contacted first.
You can click this button to select the agency as the primary
responder. If another agency was selected as being primary, it
changes to a secondary responder.
Secondary Assignment The S lights up yellow to indicate that the agency has been
Button recommended to assist the primary agency.
You can click this button to select the agency as a secondary
responder.
Data Transfer Button Indicates status of data transfers:
 Unlit: Agency not recommended, so no data is transferred.
 Green: The data transfer has completed successfully.
 Yellow: The data was not sent, or has been modified since
being sent. Click the indicator to retransmit.
 Flashing yellow: The data transfer is in progress.
 Red: There has been a transmission failure. Open the
Data Transfer list for details.
You can click this button to send data to the agency associated
with the agency button.
176
Agency Buttons
5.2.1 Changing Agency Assignments

There can only be one primary agency, but there can be several secondary ones.
NOTE You can also use the Agency List (see “To change agency recommendations” on
page 181) or Selected Agency List to change assignments (see “To change an
agency recommendation” on page 188).
 To change a primary response agency assignment

1. Click the P button for the agency you want to be the primary responder.
The P button and the data transfer indicator above it light up yellow to signify
that the call, along with and incident data, will be transferred to that agency.
The S button for the original primary agency lights up yellow to signify that it is
now a secondary agency.
 To assign a secondary response agency

1. Click the S button for the agency you want as secondary responder.
The S button and the data transfer indicator above the P button light up yellow,
to signify that the agency will receive incident data.
 To undo an agency assignment

1. Click a lit P or S button.
177
5.3 Extended Agency Panel

Any agency button in the Transfer module can be programmed to open an
Extended Agency panel.
Each panel can be programmed with six pages of buttons; each page can be
configured with as many as 25 agencies that can be contacted for voice and/or
data transfers.
Figure 53: Extended Agency Panel
178
Agency List
Buttons in this panel function the same way as normal agency buttons:
 Buttons may be configured for voice and data transfers (see Figure 51 on
page 175); or for voice transfers only (see Figure 52 on page 175).
 For details on button components, see Table 3 on page 176.
IMPORTANT Your system may be configured so that the ESN associated with a call will
determine which agencies are displayed on panel buttons.
If so, be sure to check that the agency you want to contact is displayed on a
button before you click button components to change primary or secondary
assignments, or transfer voice or data.
5.4 Agency List

Right-click any agency button to display this list, which is used to send calls and/or
data to agencies, and to speed dial agency personnel.
The list contains one record for each agency. Each agency is configured with a
phone number, fax number and/or an e-mail address, so that when you select a
record, the call and/or incident data is forwarded to that agency.
By default, records are listed in alphabetical order, based on the Name column.
You can sort the list based on other columns, and filter the list to show only
records that meet specific search criteria.
TIPS  Drag-and-drop columns to change the order.

 Click-and-drag column divider lines to change column widths.
 Click scroll arrows to move vertically through the list.
 Press ALT+M to maximum/minimize the size of the Agency List.
You can also use this list to change agency recommendations.
179
Figure 54: Agency List

Click to remove filters and
display complete list
Click to display Use drop-down list to apply Click to
Contact List a different filter to the list close panel
Filter boxes
5.4.1 Using the Agency List
 To call an agency, or to transfer 9-1-1 calls and/or incident data

1. Right-click an Agency Record and select one of these options:
 Call: Select this option to transfer a caller, or to make an outgoing call.
 Call With Number: Select this option to transfer a caller, or make a call to
an agency, using a specific phone number.
180
Agency List
 Call and Send Data: Select this option to transfer a 9-1-1 call (voice) and
incident information to the agency.
 Send Data: Select this option to transfer incident information to the
agency.
 To change agency recommendations

1. Right-click an agency record, click Recommendation, then select one of
these options:
 None: Cancels a primary or secondary assignment.
 Primary: Designates the agency as a primary responder.
 Secondary: Designates the agency as a secondary responder.
NOTES  You can also use hotkeys to change agency recommendations. Select the
agency record, then press N (none), P (primary), or S (secondary).
 There can only be one primary agency, but you can assign multiple
secondary agencies. Hold down the SHIFT or CTRL key and click multiple
agencies, then right-click and select Recommendation, then Secondary.
 You can select multiple agencies, then select Recommendation, then
None, to remove primary and secondary assignments.
 The Selected Agencies list shows primary and secondary agency
assignments.
 You can click the Send Data button in the Transfer module to send incident
information to all recommended agencies.
181
 To sort records
1. Click a column heading to sort the list based on the values in that column.
A triangle appears to the right of the column heading to indicate whether the
information is listed in ascending ( ) or descending( ) order.
2. To reverse the sort order, click the column heading again.
 To filter a list
1. Enter the characters that you want to search for, in the filter box at the top of
a column.
Each time you enter a letter or number, the list refreshes to show only those
records that contain the same characters. You can get more precise search
results by entering characters in other filter boxes.
 To clear filters
1. Click the Clear Filters button.
All list records are displayed.
182
Agency List
 To display agency details

1. Right-click an agency record and select Show Details.
The Agency Details panel opens to display information about the agency you
selected.
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5.5 Contact List

The contact list is the user’s telephone book. Records are categorized into the
following lists:
 Global Contacts: Contains records accessible to all users.
 Role Contacts: Contains records specific to a role.
 Personal Contacts: Contains records specific to a user.
 All Contacts: Contains Global, Role and Personal contact records.
By default, records are listed in alphabetical order, based on the Name column.
You can sort the list based on other columns, and filter the list to show only
records that meet specific search criteria.
Associations can be made between contact records and agencies. Each contact
record can be associated with one or more agencies; and each agency can have
multiple contact records.
TIPS  Drag-and-drop columns to change the order.

 Click-and-drag column divider lines to change column widths.
 Click scroll arrows to move vertically through the list.
 Press ALT+M to maximum/minimize the size of the Contact list.
 To sort records
1. Click a column heading to sort the list based on the values in that column.
A triangle appears to the right of the column heading to indicate whether the
information is listed in ascending ( ) or descending ( ) order.
2. To reverse the sort order, click the column heading again.
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Contact List
 To filter a list
1. Enter the characters that you want to search for, in the filter box at the top of a
column.
Each time you enter a letter or number, the list refreshes to show only those
records that contain the same characters. You can get more precise search
results by entering characters in other filter boxes.
 To clear filters
1. Click the Clear Filters button.
All list records are displayed.
5.5.1 Using the Contact List
 To add a record to the Contact List

1. Use the drop-down list to specify whether you are adding a global or personal
contact record.
185
2. Right-click anywhere in the list and select Add.
The Contact Details card appears.

3. Do the following:
 Enter the contact’s name in the Name box.
 The List box displays the type of list selected in step 1
 Use the Info boxes to enter details about the contact.
 Use the phone number buttons to enter contact numbers. As many as four
phone numbers can be entered for each contact. By default, they are
labeled Home, Mobile, Pager and Other. One number is assigned as the
default speed dial number (the number that will be dialed to call the
contact). Use the drop-down lists to change button labels.
4. In the Agencies section, click Add.
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Contact List
5. In the Select agency to associate with contact dialog box:

 Use the Type drop-down list to specify the contact’s agency type.
 Use the Name drop-down list to specify the agency name.
 Click OK.
6. Click Save.
The information you entered appears as a record in the Contact List.
 To delete a contact record

1. Right-click the contact record and select Delete.
 To speed dial a contact

 Double-click a contact record.
 Right-click a contact record and select Call.
NOTE If no phone number is configured for the contact, but the contact is associated
with an agency, that agency is called.
 To display contact details

1. Right-click a contact record and select Show Details.
The Contact Details panel opens.
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5.6 Selected Agencies List

This list shows all agencies that have been recommended as responders for an
incident, and agencies that have been contacted. Use it to change
recommendations, forward incident information to agencies, or call agencies.
Click to close the panel
Recommended
Agencies:
Right-click
a record to
access a menu
of options
Click to send data to Click to open

all primary and Data Transfer List
secondary agencies
 To change an agency recommendation

1. Right-click an agency record, select Recommendation, then select one of
these options:
 None: Cancels a recommendation.
 Primary: There can only be one primary agency.
 Secondary: There can be several secondary agencies.
TIP You can also use hotkeys to change agency recommendations. Select the
agency record, then press N (none), P (primary) or S (secondary).
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Selected Agencies List
2. If you want to add an agency to the list, click the Agency List button.
3. Right-click the agency that you want to add, select Recommendation, then
click Primary or Secondary.
 To send incident information to an agency

1. Right-click the agency record and select Send Data.
 To call an agency using the Selected Agencies List

1. Right-click an agency record.
2. Select Call to dial the default number configured for the agency.
3. Select Call With Number, then select a number from the list configured for
the agency.
189
5.7 Performing Call Transfers

For details on transfer types, see “Setting up Conference Calls” on page 85.
NOTES  You can also use the Telephony module to transfer calls using Dial Entry.
See “Transferring Calls Using Dial Entry” on page 98.
 You can use the Agency List to call an agency, or to transfer 9-1-1 calls and
incident data. See “Using the Agency List” on page 180.
 Always enter a two-digit line pool access code (the line prefix) when
performing manual transfers involving a line pool. The permitted range is 90
to 99, since there are 10 line pools.
 To transfer a call using an agency button
NOTE This procedure applies to PSAPs where agency buttons are configured so that
the agency associated with an agency button changes, depending on what ESN
is specified in ALI.
1. While on the line with a caller, click the button for the agency to which you
want to transfer the call.
2. Make sure that the name of the agency that you want to transfer to appears
on the button before you click it.
The caller is temporarily put on hold while the system speed dials the agency.
Depending on how the system is configured, a no hold conference, standard
conference, or blind transfer is executed.
190
Performing Call Transfers
 To transfer a call using the Extended Agency panel
NOTE This procedure applies to agency buttons that are configured to open an
Extended Agency panel, instead of the Agency List.
1. While on the line with a caller, right-click the button for the agency to which
you want to transfer the call.
The Extended Agency panel appears. It contains one button for each agency
associated with the agency button that you clicked.
2. Click the P or S button to designate the agency as a primary or secondary
responder, then click the agency button.
The caller is temporarily put on hold while the system speed dials the agency.
Depending on how the system is configured, a no hold conference, standard
conference, or blind transfer is executed.
 Agencies must be configured for data transfers.
191
 To cancel a transfer
1. Click the Cancel button.
To retrieve the call, click the queue button that has the call on hold.
5.8 Performing Data Transfers

Data transfers send incident information to agencies. You can forward data to one
agency, or to all agencies with primary or secondary assignments.
If a transfer fails, the Data Status button indicator lights up red. Open the Data
Transfer Status panel for a description of the problem, which appears in the
Message column. You can use the list to try to resend the data. For details, see
“Monitoring Data Transfers” on page 194.
Figure 55: Data Transfer Status Panel
TIP You can also use the Agency List to perform data transfers. See “To call an
agency, or to transfer 9-1-1 calls and/or incident data” on page 180.
192
Performing Data Transfers
 To transfer data to all assigned agencies

1. Click the SEND ALL button in the Transfer module.
The data transfer indicators for the assigned agencies flash while the data is
being transferred, then turn steady green when the transfer is complete.
 To transfer data to a specific agency using the Transfer module
NOTE This procedure only works if Agency buttons are configured for data transfers.
1. In the Transfer module, or in an Extended Agency panel:

 Make sure that the name of the agency that you want to transfer to
appears on the Agency button.
 Click the P or S button to designate the agency as the primary or
secondary responder.
2. Click the Data Transfer button to transfer data to the agency.
The data transfer indicator flashes while the data is being transferred.
NOTES  If incident information changes after data has been transferred, the data
transfer indicators on all assigned agencies light up yellow. To update
agencies, click SEND ALL.
 Your system can be configured so that when you do a data transfer for a TTY
call, information from the Incident module and the conversation transcript are
forwarded.
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5.9 Monitoring Data Transfers

When you initiate a data transfer, a record appears in the Data Transfer Status
panel so you can ensure that the data reached its destination.
If the data is transferred successfully, the record is removed from the panel. If the
data transfer fails, a description of the problem is added to the transfer record.
You can use the panel to resolve failures by resending data.
Depending on how your system is configured, you may have to clear all records
from the Data Transfer Status panel before you log off from Power 9-1-1.
IMPORTANT You cannot transfer data from a call or incident record that has a FILED status.
Table 4: Data Transfer Status Panel Columns

Heading Definition
Inc ID A system-generated ID that appeared in the Incident Information module
when the incident was created.
Agency The agency to which the data was sent.
Type Type of data transfer (for example, Print, Fax, or Alphanumeric page).
Status Possible values are Failed and In Progress.
Message If a transfer fails, this column contains an explanation of why the transfer
failed, including an error code.
 To monitor a data transfer

1. The indicator on the Data Status button can light up as follows:
 Red: At least one data transfer has failed. The indicator stays red as long
as there is at least one data transfer failure. If you cannot resend data
successfully, contact your system administrator.
 Yellow: At least one data transfer is in progress.
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Monitoring Data Transfers
2. Click the Data Status button to display the Data Transfer Status panel.
 To resend one failed transfer

1. In the Data Transfer Status panel, do one of these actions:
 Click anywhere in the record for the transfer that you want to retry, then
click the Send button.
 Right-click a record and select Send.
 To resend all failed transfers

1. In the Data Transfer Status panel, click Send All.
TIP Double-click a Data Transfer Status panel record to display attached information
in the Incident Information module. If there is a TTY transcript, it appears in the
TTY panel.
 To delete Data Transfer Status panel records

1. In the Data Transfer Status panel:
 To delete a single record, right-click it, then click Cancel.
 To delete all records, click Cancel All.
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Chapter 6
Lists Module

 Overview
 Changing the List Page
 Changing Display Characteristics
 Performing Queries
Chapter 6 - Lists Module
6.1 Overview
The List module can be configured with as many as four pages. Each page can
contain up to six tabs (called List Types). Each list type contains columns of agent,
call, incident, or SMS records.
As shown below, the Active Calls list type (tab) contains columns with call records.
If your PSAP accepts SMS text message “calls”, the system may be configured so
that SMS messages appear in call-related tabs Active Calls, Site Calls, Released
Calls, and All (PSAP) Released Calls lists, in addition to appearing in the SMS-
related tabs.
You can query the Power 9-1-1 database for call or incident records. See
“Performing Queries” on page 218.
Users can playback call recordings locally or remotely; see section “Playing Back
a Recording” on page 104.
Figure 56: List Module
Indicator lights up when there is at least one record available

Click to display
List Type
Click column heading

to display records from
ascending to descending
order
Records related to agent,

calls, incident, or SMS
Use scroll to display

other columns
Click arrows to go to the next page Total number of records
TIPS  If one or more records are available, an indicator on the tab lights up.
 Column widths and the order in which they appear can be changed.
198
Overview
Table 5: List Module List Type Descriptions (Sheet 1 of 9)

List Type This Tab: Columns that
appear in this
tab are
described in:
Agent:  Lists ACD users logged on to Power 9-1-1 and Table 6 on
Agent Status shows their state (for example, Ready, On Call, page 208
On SMS, Busy or ACD Logged Off).
 Records are listed alphabetically by agent short
name.
 Is used by supervisors in an ACD environment to:
 Monitor PSAP activity.
 Listen in on calls and/or join conversations.
NOTE Certain columns (Incident ID, Trunk/Line, ILI, Telephone,
Priority, Call Type, Incident Type, Incident Time and Incident
Date) are only displayed in the Agent Status tab if the station
has a connected voice or SMS call, or if the station has a
current incident with states. In all other cases, the incident
columns are left blank.
199

appear in this
tab are
described in:
Call:  Lists calls in which the caller hung up before the Table 7 on
Abandoned Calls call was answered, or while the call was being page 209
processed.
 Displays a LED that lights up when the tab
contains one or more records.
 Depending on site configurations, sounds:
 A beep when a new record is added to the list.
 Beeps at regular intervals as long as there is
at least one record in the list. Your GUI may
have a toolbar button that you can click to stop
the beeping, until a new record is added to the
list.
 Is used to:
 View abandoned call information, which can
include the number of times a telephone
number has left an abandoned call.
 Redial a caller who hung up.
Call:  Lists the user’s active calls, from the moment they Table 7 on
Active Calls are detected as incoming or outgoing, until they page 209
are released.
 Shows records listed from oldest to most recent.
 In a shared line environment, displays all users
statuses for all active calls at the PSAP. In an
ACD environment, only active calls are displayed.
 Is used to answer calls; monitor the status of calls
you are handling.
200
Overview

appear in this
tab are
described in:
Call:  Lists all active calls (9-1-1, administrative, and Table 7 on
All (PSAP) Calls internal) at the PSAP. page 209
 Shows records listed by call creation time (from
oldest to most recent).
 Is used by supervisors to connect to calls (for
silent monitoring, or to join conversations)
Call:  Displays a list of all 9-1-1 calls recorded at the Table 7 on
All (PSAP) PSAP. page 209
Recorded Calls  Is used by supervisors to monitor call-taker
performance by playing back any recorded
conversation from their position.
 Can be used by supervisors to play back
recorded conversations from their position.
Call:  Displays a list of all calls (9-1-1, administrative, Table 7 on
All (PSAP) and internal) released at the PSAP. page 209
Released Calls  Is used to manage calls handled and released at
all workstations.
 Can be used by supervisors to play back
recorded conversations from their position.
Call:  Lists call records that have been retrieved from Table 7 on
Call Query the database as the result of a query. page 209
 Records are listed based on incident creation
time, from most recent to oldest.
 Is used to:
 Open the Record Query Module, so you can
enter search criteria and retrieve call records
that meet those criteria.
 Refer to query results.
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appear in this
tab are
described in:
Call:  Lists records for current and historical calls that Table 7 on
Duplicate Calls occurred within a configurable proximity to the page 209
current call.
 Displays records listed by proximity, based on X,Y
coordinates (if available) and/or ESN.
 Is cleared when the current call is released.
 Is used to determine whether a caller is reporting
an incident that is already being handled.
Call:  Lists call records that have the same ANI or caller Table 7 on
HIstory Calls ID as the current call. page 209
 Displays records that are listed based on incident
creation time, from most recent to oldest.
 Is cleared when the current call is released.
 Is used to:
 Verify whether the current caller has made
previous calls.
 Judge emergency importance. For example, if
a caller has a history of making prank calls,
ensure that the emergency is legitimate
before contacting agencies.
Call:  Lists incoming, outgoing and transferred calls Table 7 on
I. Related Calls associated with an incident. page 209
 Is used to keep track of call activity related to an
incident.
Call:  Lists calls recorded on a workstation (by all Table 7 on
Recorded Calls operators). page 209
 Is used to keep track of calls recorded at a
specific workstation.
202
Overview

appear in this
tab are
described in:
Call:  Lists calls handled and released on your Table 7 on
Released Calls workstation, by you or other operators. page 209
 Shows records listed according to incident
creation time, from latest to oldest.
 When a user logs on, this list is populated with
past released calls, so that users can access
those calls, even if they have logged off.
 Records remain are displayed until the tab is full;
then older records are replaced by newer ones.
 Is used to keep track of calls handled and
released at a specific workstation.
Incident:  Lists the user’s active incidents, sorted according Table 8 on
Active Incident to incident priority. page 212
 Is used to monitor the status of incidents you are
handling.
Incident:  Lists incidents being treated at the PSAP, from Table 8 on
All (PSAP) the moment they are created, until they are page 212
Incidents closed.
 Lists records based on incident creation time,
from oldest to latest.
 Is used to:
 Monitor status of incidents in progress.
 Review incidents you have treated.
Incident:  Lists incidents that have been closed or canceled Table 8 on
Closed Incidents on the workstation. page 212
from latest to oldest.
NOTE Records remain in the list until the list is full;
then older records are replaced by newer
ones.
 Is used to review incident you have treated.
203

appear in this
tab are
described in:
Incident:  Lists incidents with a Dispatch status. Table 8 on
Dispatched  Lists records based on incident creation time, page 212
Incidents from oldest to latest; and are sorted according to
incident priority.
 Is used to monitor active incidents.
Incident:  Lists incidents in progress that belong to the Table 8 on
Duplicate same incident type group, and that are occurring page 212
Incidents within a configurable proximity to the current
incident.
 Lists records by proximity, based on X,Y
coordinates (if available) and/or ESN.
 Is used to determine whether a caller is reporting
an incident that is already being handled.
Incident:  Lists incidents created by the user that are in an Table 8 on
Entry Incidents ENTRY state. page 212
 Records are listed based on incident creation
time, from oldest to latest.
 Shows when an incident is in ENTRY state from
the moment an incident type is assigned, until the
status is changed to RDSP (request for dispatch),
DISP (dispatch), or CLSD (closed).
 Shows when an incident record moves into the
Pending Incidents list after a request for dispatch
status is assigned.
 Is used to determine which incidents need to be
assigned responses.
204
Overview

appear in this
tab are
described in:
Incident:  Lists incidents with the same ANI as the current Table 8 on
History Incidents call. page 212
from latest oldest.
 Clears the record when the current call is
released.
 Is used to:
 Verify whether there are previous incidents
reported by the caller, which can help identify
prank calls.
 Determine what resources to send to a
location with a history of similar incidents.
Incident:  Lists incident records that have been retrieved Table 8 on
Incident Query from the database as the result of a query. page 212
from latest to oldest.
 Is used to open the Record Query Module, so you
can enter search criteria for a database query.
Incident:  Displays linked incidents. Table 8 on
Linked Incidents  The Link State column shows whether an incident page 212
is a Main or Linked incident.
 Is used to see which incidents are linked.
205

appear in this
tab are
described in:
Incident:  Lists incidents with a Request for Dispatch Table 8 on
Pending status. page 212
Incidents  Lists records from highest to lowest priority
(Priority 1 to Priority 9). Incidents with the same
priority are listed from oldest to newest.
 Shows pending incidents from the moment that a
request for dispatch is sent, until an emergency
unit is dispatched.
 Depending on site configurations, you will hear:
 Beeps once when a new record is added to
the list.
 Beeps at regular intervals as long as there is
at least one record in the list. Your GUI may
have a toolbar button that you can click to stop
the beeping.
 After dispatch, moves the incident record
automatically to the Dispatched Incidents list.
 Is used to keep track of the emergencies require
responses.
SMS:  Lists the user’s active SMS messages from the Table 9 on
Active SMS moment they are detected as incoming, until they page 215
are released.
 Is used to answer SMS messages; monitor the
status of messages you are handling.
SMS:  Lists SMS calls being handled by all users. Table 9 on
All (PSAP)  Display records from oldest to most recent. page 215
Released SMS
 Is used to monitor overall SMS call activity.
206
Overview

appear in this
tab are
described in:
SMS:  Lists SMS calls handled and released on your Table 9 on
All (PSAP) SMS workstation, by you or other call-takers. page 215
 Shows records from most recent to oldest.
 Is used to see a history of SMS calls handled on
your workstation.
SMS:  Lists SMS calls handled and released on all Table 9 on
Released SMS workstations. page 215
 Is used to see a history of SMS calls handled on
all workstations.
207
6.1.1 List Type Column Descriptions

Each List Type (tab) in the List Module contains columns. This section contains
tables that describe the information you see in the columns:
 “Agent Column Descriptions” below.
 “Calls Column Descriptions” on page 209.
 “Incident Column Descriptions” on page 212.
 “SMS Column Descriptions” on page 215.
Table 6: Agent Column Descriptions (Sheet 1 of 2)

Heading Definition
Agent Short Abbreviation of the agent’s name. Used to identify the agent within the
Name system.
Agent Indicates whether the agent is:
Status  ACD LOGGED OFF: Agent has logged off from the ACD queue.
 ON CALL: Agent is connected to a 9-1-1 call.
 ON SMS: Agent is communicating with 9-1-1 caller via SMS.
 NOT READY: Agent is not available to answer ACD calls.
 READY: Agent is available to answer ACD calls.
Agent Shows the agent’s status. If the status is Not Ready, Busy, or Log Off, this
Status with column also shows the reason code (if any) that was assigned to justify why
Reason the agent is not available to take calls.
Call Source Displays call source hierarchy.
Call Type Call types are:
 INC: Incoming
 OUT: Outgoing
 TRF: Transfer
ID Identification number assigned by the system when an incident is created.
The format is call date:workstation:number. The call date can be in any of
these formats:
 YYYY-MM-DD
 MM-DD
 DD
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Overview
Table 6: Agent Column Descriptions (Sheet 2 of 2)

Heading Definition
ILI The location where the incident is occurring.
Incident Date that the incident record was created.
Date
Incident Priority assigned to the incident.
Priority
Incident The call ANI, or the phone number entered in the ILI panel.
Telephone
Incident The time an incident record for a call was created.
Time Format is HH:MM:SS (24-hr clock.
Incident The incident type assigned to a call.
Type
Join Indicates whether a supervisor has joined a call:
 ON: A supervisor has joined the conversation.
 OFF: A supervisor has not joined the conversation.
Listen Indicates whether a supervisor is listening to a call:
 ON: A supervisor is listening in.
 OFF: A supervisor is not listening in.
Role The role of the agent who handled the incident.
Route Shows the ACD Queue or Ring Group name.
Trunk/Line Shows the line or trunk that is carrying an active call.
Workstation Workstation name.
Workstation Workstation’s private extension number.
Extension
Table 7: Calls Column Descriptions (Sheet 1 of 3)

Heading Definition
Agency If the call was outgoing to an agency, this column shows which agency was
contacted.
Agent Short The Power 9-1-1 user who answered the call.
Name
Call Source Call source consists of Agency, DNIS, Line, Route, or Trunk. This column
displays the call source information based on availability, and the position in
the hierarchy pre-defined by your system administrator.
209

Heading Definition
Call State Status of the call and when state was assigned. Values are:
(C.State)  RING: An incoming call is ringing and has not been answered.
 TALK: The user is on the line with a caller.
 BUSY: The call has been answered by another user.
 IHOLD: You have put the call on hold.
 HOLD: Another user has put the call on hold.
 IPARK: The call has been parked by you. This feature is only available
in VIPER environments.
 PARK: The call has been parked (put on hold on a special line) by you
or another user. This feature is available in all PBX environments.
 RLSD: The call has been released.
 DIAL TONE: The user picks up a line to make an outgoing call.
 PROC: The user picked up a line to make an outgoing call, has dialed
an external number, and a ringback tone is heard.
If the site has access to SMS calls, this column can display the following
states:
 PRESENTED: There is at least one incoming SMS call.
 You must release all normal calls before you can pick up the SMS
call.
 You can click the PRESENTED call state to connect to the SMS
caller.
 ACTIVE: You are connected to an SMS call.
 IHOLD: You have put an SMS call on hold. You can click the IHOLD
call state to reconnect with the SMS call.
 UPDATED: New text has been received for an SMS call that is on hold.
This call state is also displayed on the SMS queue button.
 TERMINATED: The SMS call has been released.
Call Type Indicates whether a call is incoming, outgoing, or transfer.
(C.Type)
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Overview

Heading Definition
Conference Used in the Active Calls and the All (PSAP) Calls lists; displays NNN-n,
ID where:
 NNN = a unique number assigned by the system to identify the
conference call in progress.
 n = 1: conference on the primary viper node.
 n = 2: conference on the secondary viper node.
 n = 3: conference at the soft-switch satellite site.
Date When the call was received.
Format is call date:workstation:number. The call date can be in any of these
formats:
 YYYY-MM-DD
 MM-DD
 DD
Line Identifies which telephone line carried a call.
Recording Indicates whether a call has been recorded. Statuses are:
State (Rec)  N.A.: A call recording is not available.
 REC: The current call is being recorded.
 AVAIL: A recording exists for the call. The total length of the recording
(in seconds) is included in parentheses.
 DEL: The recording has been deleted.
 SAVED: The recording has been saved on the workstation’s hard drive.
Time When the call was answered (HH:MM:SS)
Workstation The position where the call was picked up.
211
Table 8: Incident Column Descriptions (Sheet 1 of 3)

Heading Definition
Agency If the call was outgoing to an agency, this column will show which agency
was contacted.
Agent Short The user who processed the call, or who last modified the incident status.
Name
Call Source Displays call source hierarchy.
Call State Shows state of the call and when it was assigned.
Format is HH:MM:SS (24-hour clock).
 RING: An incoming call is ringing and has not been answered.
 TALK: The user is on the line with a caller.
 BUSY: The call has been answered by another user.
 IHOLD: You have put the call on hold.
 HOLD: Another user has put the call on hold.
 IPARK: The call has been parked by you. This feature is only available
in VIPER environments.
 PARK: The call has been parked (put on hold on a special line) by you
or another user. This feature is available in all PBX environments.
 RLSD: The call has been released.
 ABND: The call was abandoned.
Call State Shows state of the call associated with the incident (see above list of
with Time states), and when the state was assigned.
Time format is HH:MM:SS (24-hour clock).
Call Type Shows the type of call associated with the incident:
 INC: Incoming
 OUT: Outgoing
 TRF: Transfer
CPI Phone number of the person who reported the incident.
Date When the incident was created.
 Format is MM/DD/YY (as set in the workstation’s control panel).
Distance Applies only to the Duplicate Calls and Duplicate Incidents lists.
Shows how close (in meters) that an incident is, relative to the current
incident.
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Overview

Heading Definition
DNIS Used in ACD systems. Identifies what number the caller dialed to reach the
PSAP.
Duplicate Displays the number of times a call was abandoned.
Abandoned
Number
The format is call date:workstation:number. The call date can be in any of
these formats:
 YYYY-MM-DD
 MM-DD
 DD
ILI The address of the incident, taken from the Location module ILI panel.
Incident Priority assigned to an incident.
Priority
Incident Current incident state, and when it was assigned (HH:MM:SS, 24-hour
State clock)
 ENTR: The incident has been created, but no action has been taken.
 RDSP: A request for dispatch has been sent.
 DISP: At least one response unit has been dispatched.
 ENRT: The response unit is on its way to the scene.
 ONSC: The response unit has arrived at the scene.
 OK: The emergency is under control.
 CLSD: The incident has been closed.
 CNCL: The incident has been canceled.
 FILED: The incident has been saved to the database.
Incident The incident type assigned to an emergency.
Type
Line Identifies which telephone line carried a call.
Link State Shows whether an incident is a Main (parent), Linked incident, or neither
(None).
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Heading Definition
Recording Indicates whether a call has been recorded. Statuses are:
State (Rec)  N.A.: A call recording is not available.
 REC: The current call is being recorded.
 AVAIL: A recording exists for the call. The total length of the recording
(in seconds) is included in parentheses.
 DEL: The recording has been deleted.
 SAVED: The recording has been saved on the workstation’s hard drive.
Redial State Used in the Abandoned Calls list.
 ABANDONED: The caller hung up before speaking with an operator.
 RECALLED: The ANI of an incoming call matches the ANI of the record
in the Abandoned Calls list.
 REDIALED: A call-taker is making an outgoing call to someone who just
hung up.
SMS Hint Shows the first line of text received for an SMS call.
Telephone For incoming calls, shows the caller’s ANI. For outgoing calls, shows
number dialed.
Time When the incident was created.
Format is HH:MM:SS (24-hr clock) (as set in the workstation’s control
panel).
Trunk Displays the name of the trunk that carried the call.
Trunk/Line Displays the name of the trunk that carried the call, if available. If not, it
displays the line name.
TTY Value can be Yes (the call record has TTY information attached to it) or No.
Workstation Workstation name.
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Overview
Table 9: SMS Column Descriptions (Sheet 1 of 2)

Heading Definition
Agency Not applicable to this version.
Agent Short Identifies the Power 9-1-1 user who answered the SMS call.
Name
Call State  PRESENTED: There is at least one incoming SMS call.
(C.State)  You must release all normal calls before you can pick up the SMS
call.
 You can click the PRESENTED call state to connect to the SMS
caller.
 ACTIVE: You are connected to an SMS call.
 IHOLD: You have put an SMS call on hold. You can click the IHOLD
call state to reconnect with the SMS call.
 UPDATED: New text has been received for an SMS call that is on
hold. This call state is also displayed on the SMS queue button.
 TERMINATED: The SMS call has been released.
Call State Shows status of the call associated with the incident (see above list of
with Time states), and when the state was assigned.
Time format is HH:MM:SS (24-hour clock).
Call Type Call types are:
(C.Type)  INC: Incoming
 OUT: Outgoing
 Transfer: Not applicable to this version
CPI Phone number of the person who reported the incident.
Date When the incident was created for the SMS call.
Format is MM/DD/YY (as set in the workstation’s control panel).
Format is call date:workstation:number. The call date can be in any of
these formats:
 YYYY-MM-DD
 MM-DD
 DD
ILI Where the incident is occurring.
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Table 9: SMS Column Descriptions (Sheet 2 of 2)

Heading Definition
Incident Priority assigned to an incident.
Priority
Incident Current incident state, and when it was assigned (HH:MM:SS, 24-hour
State clock)
 ENTR: The incident has been created, but no action has been taken.
 RDSP: A request for dispatch has been made.
 DISP: At least one response unit has been dispatched.
 ENRT: The response unit is on its way to the scene.
 ONSC: The response unit has arrived at the scene.
 OK: The emergency is under control.
 CLSD: The incident has been closed.
 CNCL: The incident has been canceled.
 FILED: The incident has been saved to the database.
Incident Incident type assigned to an emergency.
Type
Link State Shows whether an incident is a Main (parent), Linked (child) incident, or is
not linked (None).
SMS Hint Displays the first line of text sent by the SMS caller.
Telephone Shows the SMS caller’s phone number.
Time When the incident was created.
Format is HH:MM:SS (24-hr clock) (as set in the workstation’s control
panel).
Workstation Workstation where the SMS call was picked up.
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Changing the List Page
6.2 Changing the List Page

Left and right arrow buttons are displayed at the bottom of the Lists module when
there is more than one page of lists (maximum of three pages).
 To change the list page

1. Click the arrow buttons at the bottom of the Lists module to change the list
display.
6.3 Changing Display Characteristics

You can:
 Expand the Lists module
 Adjust column widths
 Use scroll arrows to move vertically or horizontally through a list
 Change the order in which the information is displayed in a list column
(ascending/descending)
 To expand the Lists module

1. Click anywhere inside the Lists module, then press ALT+M to expand the
display. To maximize the display, press ALT+M a second time.
 To revert an expanded module to its original size

1. Press ALT+M.
 To adjust column widths

1. Click and drag a column divider to change the width.
New settings are saved when the user logs off from Power 9-1-1.
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 To change the order of information displayed in a list column

1. Click a column heading to change the order of information from ascending to
descending.
2. Click the column heading again to change it back.
6.4 Performing Queries

Use the Record Query module to enter search criteria to retrieve records from the
Power 9-1-1 database. For example, you can query for all incidents of the same
type that were handled during one week.
Query results can be printed.
 To perform a call or incident query

1. Click the button for the Call Query or Incident Query list.
The Record Query module appears.
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Performing Queries
2. Enter one or more of the search criteria described in the following table.
Table 10: Record Query Module Settings
Box Action
From/To Use the From and To boxes to specify a date and time range for the
search. The current date and time are displayed by default. Date
format is year/month/day (for example, enter October 23, 2001 as
2001/10/23).
Time format is hh/mm (24-hour clock).
ANI/Caller ID Enter ANI (enter area code in the first box) or Caller ID.
Ask your system administrator for the correct format.
NOTE You can enter asterisks (*) as wildcard characters.
Caller Enter a caller name, in the same format as shown in the ALI panel
Name box.
Address Enter part or all of the incident address.
Incident ID Enter the ID assigned to the incident when it was created.
Incident Type Select an incident type from the drop-down list.
Agent Use the drop-down list to add an agent name to the search criteria.
Trunk Group and  Use the first drop-down list to specify a trunk group.
Trunk  Use the second drop-down list to specify a trunk.
Line Group and  Use the first drop-down list to specify a line group.
Line  Use the second drop-down list to specify a line.

 Click the Clear button to remove search criteria from all boxes.
 Click the Search button to run the query.
If at least one record is found, the indicator on the Call Query or Incident
Query list button lights up.
4. Click the Print button to output results.
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NOTES  If your database contains a lot of historical data, it may take some time for
the query to return results.
 The wildcard for queries is an asterisk (*). You can use it in the ANI/Caller ID
box, if you only know part of the telephone number.
 Query progress and error messages that flag invalid query criteria are
displayed in the system message bar.
 If you make a query and no records are found, the Query completed
message appears in the system message bar, but no records appear in the
Call Query or Incident Query list.
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Chapter 7
Message Board Module

 Overview
 Sending Messages
 Receiving Messages
Chapter 7 - Message Board Module
7.1 Overview
The Message Board module is used to send and receive internal PSAP
messages. A message can be sent to a specific user, all users, a group of users,
or a pool of users.
The module shows who the sender of the incoming message is, the time it was
sent, whether it is urgent, and whether incident information is attached.
You can open the Message Details panel to read complete message text.
NOTE Your system administrator must configure the Compose button to appear in this
module.
Figure 57: Message Board Module

Click to
Indicates that When message Number of acknowledge
the message is urgent Sender ID was sent unread messages a message
Click to open Message text Incident info is Click to see

Compose Message Panel attached entire message
Figure 58: Message Details Panel
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Overview
7.1.1 Compose Message Panel

Use this panel to create and send internal messages, using one of these
methods:
 Click a Quick Message button. Each button can be configured with a
message, a priority (normal or urgent), the option of attaching incident
information, and a recipient.
Your system can be configured to send a message when you click a Quick
Message button, or when you click Send (this option allows you to modify pre-
configured messages before sending them).
 Select a standard message from the Message Template list. You can use
your keyboard to modify the message.
 Type a message in the Message Entry box.
For details, see “Sending Messages” on page 224.
Figure 59: Compose Message Panel

Select to flag message as urgent
Select to attach incident information
Message
Entry Click to access
Box Message Template list
Quick
Message
Buttons
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7.2 Sending Messages

You can send a message to an agent, agent group, or agent pool.
NOTES  Messages are sent to those agents who are logged on to the system.
 Your system administrator must configure the Compose button to appear in
the Message Board module.
 To send a message using Quick Message buttons

1. Click Compose.
The Compose Message panel appears.

2. Use the Send To drop-down list to select a recipient (or select All); or enter
an agent name, agent group name, or agent pool name.
3. Click a quick message button.
If the button is configured to send the message when it is clicked, the

Compose Message panel closes. If not, the message appears in the message
entry box.
4. Use your keyboard to modify the message, if necessary.
5. If the message is high priority, select the Urgent check box.
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Sending Messages
6. If you want to send incident data as an attachment, select the Include

Incident check box.
7. Click SEND.
When the recipient gets the message and clicks the acknowledge button,
incident data is displayed in the Incident Information and Location modules
(if the sender selected the Include Incident option).
 To send a message using the Message Template list

1. Click Compose.

3. Select a message from the Message Template drop-down list.
The message appears in the Message Entry box.

4. Use your keyboard to modify the message, if necessary.
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5. If the message is high priority, select the Urgent check box.
6. To attach incident information, select the Include Incident check box.
7. Click SEND.
incident data is displayed in the Incident Information and Location modules
(if the Include Incident check box was selected).
 To send a message using the Message Entry box

1. Click Compose.

3. Use your keyboard to enter a message in the message entry box.
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Sending Messages
4. If the message is high-priority, select the Urgent check box.
5. To attach incident information, select the Include Incident check box.
6. Click SEND.
incident data is displayed in the Incident Information and Location modules (if
the Include Incident check box was selected).
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7.3 Receiving Messages

When a message comes in, it is displayed in the Message Board module. Urgent
messages (which may be alerting you about problems in the system) are always
displayed before normal ones.
The system can be configured with beeps to signal the receipt of new messages.
For example, a single beep might sound when a normal message is received; and
for urgent messages, the beep may repeat until you have read and acknowledged
the message.
Messages are saved to the database.
 To read a long message

1. Click the Message Details Panel button.
The Message Details panel appears, displaying the complete text.
 To display attached information

1. Click the Attachment button.
Incident data appears in the Incident Information and Location modules.
TIP After reading attached incident information, click the Clear Card button on the
toolbar to clear the Incident Information and Location modules.
 To acknowledge that you have read a message

1. Click the Acknowledge button.
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Chapter 8
Supervisor/Administrator Features

 Call Supervision Features
 Playing Back Call Recordings
(Remote Playback)
Chapter 8 - Supervisor/Administrator Features
8.1 Call Supervision Features

Supervisors and trainers use these features to monitor and participate in calls.
 Barge In: Available in shared line environments. Click a line panel button to
join a conversation.
 Listen and Join: Available in PBX telephony systems, for ACD calls only. Use
the All (PSAP) Calls or Agent list to listen in on a call; then use the list or a
feature button to join the call.
 Playing back call recordings: Use the All (PSAP) Recorded Calls list to play
back call recordings made by any Power 9-1-1 user, from any workstation.
8.1.1 Barging In on a Call

If your PSAP uses shared lines, you can join and participate in the conversation.
The maximum number of participants depends on the telephone system.
You can only join calls with a BUSY status.
IMPORTANT  If anyone participating in a barged-in call tries to put the call on hold, they are
disconnected, and the call status is shown as BUSY on their workstation.
 Depending on your telephony system, during a Barge-in, the park, transfer
and conference features may be disabled for all participants and an error
message appears in the status bar. When the Barge-in has ended, those
features revert to normal.
 To barge in on a call
1. Right-click the queue button for the call that you want to join.
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Call Supervision Features
2. Click the line you want to join. The line status indicator must be lit up steady
white (indicating that an operator is talking to a caller on that line).
You are connected to the call and can participate in the conversation.
TIP After joining a call, click the Mute button to listen to the conversation without the
other participants hearing you.
8.1.2 Listening in on Calls

Use the Agent Status list to establish which line or call-taker to which you want to
listen. After the line has been established, you can use the Listen and Join
feature buttons to alternate between monitoring the call and participating in the
conversation.
NOTE In Avaya systems:

 If you are in Listen mode, you will not receive ACD calls.
 You cannot listen to a call if the position you want to monitor is connected on
a shared line.
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 To listen in on a call using the Lists module

1. Display the Agents Status list, then double-click the OFF status in the call
record Listen column.
The status changes to ON. In the Telephony module, the Listen feature
button indicator lights up. You can hear the conversation, but cannot
participate in the conversation.
 To stop listening in on a call

 Click the Listen feature button.
 Display the Agent list, then double-click the ON status in the call record
Listen column.
The status changes to OFF. The Listen feature button indicator turns off.
8.1.3 Joining a Conversation

NOTE In Avaya systems, you cannot join a call if the position you want to join is
connected on a shared line.
 To join a call using the Lists module

1. In the Lists module, display the Agent list.
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Call Supervision Features
2. In the call record, double-click the OFF status in the Join column.
The status changes to ON. The Join feature button indicator lights up, and
you can participate in the conversation.
 To join a call using the Join feature button

1. Use the Agent list to listen in on the call.
2. Click the Join feature button.
The Join indicator lights up. In the Agent list, the status in the call record Join
column changes to ON, and you can participate in the conversation.
 To remove yourself from a conversation

 Click the lit Join feature button.
 Display the Agent list, then double-click the ON status in the call record
Join column.
The status changes to OFF. The Join indicator turns off.
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8.2 Playing Back Call Recordings (Remote Playback)

Supervisors can use the All (PSAP) Recorded Calls list to find and play back call
recordings made by any Power 9-1-1 user, from any workstation.
 To play back call recordings

1. Click the All (PSAP) Recorded Calls tab.
The Recorded Calls Query panel appears.
2. Use the From and To boxes to specify the range of dates and times that you
want the query.
3. Use the Agent drop-down list to specify the agent for whom to search.
4. Use the Workstation Name drop-down list to specify the workstation for
which to search.
5. Click the search button.
The All (PSAP) Recorded Calls list refreshes and shows query results.
6. Double-click the call record that you want to play back.
TIPS  Click to cancel a query.
 Click to print query results.
234
Playing Back Call Recordings (Remote Playback)
NOTE You can also play back call recordings from the ALL (PSAP) Released Calls list
when the Rec column in the Lists module shows AVAIL or SAVED.
235
Chapter 9
Programmable Keys and Keyboard Shortcuts

 Programmable Function Keys
 Keyboard Shortcuts
Chapter 9 - Programmable Keys and Keyboard Shortcuts
9.1 Programmable Function Keys

You can program thirty-six key combinations to perform call- or incident- handling
functions that are normally done using feature buttons or toolbar buttons. Table 11
lists default function keys, which can be modified using the Power 9-1-1
Configurator.
Table 11: Default Function Keys
Key Sequence What it does
F1 Answers the incoming call that has waited the longest on the first
queue button.
F2 Puts the focus on the Telephony module.
F3 Puts the focus on the Location module.
F4 Puts the focus on the Selected Agencies list.
F5 Sets up a conference call. To dial a third party, press F5, enter the
telephone number of the third party in the Dial Entry panel, then
press ENTER. Press F5 again to establish the conference.
F6 Puts a call on hold.
F7 Cancels a transfer/conference.
F8 Releases a call.
F9 Opens the Incident Type list (Incident Information module).
F10 Opens the Incident Status list (Incident Information module).
F11 Closes the current incident.
F12 Clears the displayed incident card.
CTRL + F(1...6) Answers the call on hold the longest amount of time. The function
button number represents a queue button. For example, press CTRL
+ F1 to answer the call that has been on hold the longest on the first
queue button.
CTRL + F12 Acknowledges the receipt of a message on the Message Board
module.
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Keyboard Shortcuts
9.2 Keyboard Shortcuts

Table 12 lists the keyboard shortcuts that can be used instead of mouse actions.
Shortcuts cannot be reconfigured.
Shortcuts that can be used to perform more than one action are context-sensitive.
Your cursor must be positioned in the module where you want the action to occur.
Table 12: Keyboard Shortcuts (Sheet 1 of 6)
Key Sequence What it Does
All/Various Modules
ESC When your cursor is anywhere on the GUI besides the DBR panel,
Agency List, or Volume Control panel, press ESC to cancel a
keyboard shortcut sequence.
TAB In any module with multiple fields or questions, press TAB to
advance to the next one. For example, in the Incident Information
module, press TAB to advance to the next question button.
SHIFT+TAB In any module with multiple fields or questions, press SHIFT+TAB to
go to the previous one. For example, in the Incident Information
module, press SHIFT+TAB to go to the previous question button.
CTRL+TAB Advance to the next module.
CTRL+SHIFT+TAB Go to the previous module.
ALT+SHIFT+TAB Go to the previous open application. For example, if you were
working in Power MAP, but are now using Power 9-1-1, press
ALT+SHIFT+TAB to display Power MAP.
ALT+TAB Go to the next open application. For example, if you are working in
Power 9-1-1 and Power RADIO is also running, press ALT+TAB to
display Power RADIO.
ALT+F4 Closes Power 9-1-1.
CTRL+HOME When working in a module where you are entering text (for example,
the TTY panel) this shortcut takes you to the beginning of the buffer
or text entry box.
CTRL+END When working in a module where you are entering text (for example,
the TTY panel) this shortcut takes you to the end of the buffer or text
entry box.
ALT+O Displays standard operating procedures for the incident type
selected in the Incident Information module. Cursor can be
anywhere in the GUI.
239

ALT+P Displays premises information for the location shown in the Location
module. Cursor can be anywhere in the GUI.
CTRL+A Selects all text.
CTRL+C Copies all selected text.
CTRL+V Pastes text that you copied using CTRL+A, or that you cut using
CTRL+X.
CTRL+X Cuts selected text.
CTRL+plus sign (+) When you are on a call, use these key combinations to increase or
or minus sign (-) decrease the handset/headset volume.
Agency/Contact Lists
ENTER Calls the selected agency or contact.
ALT+G Opens the Agency List. Cursor can be anywhere in the GUI.
ALT+M Maximizes/minimizes list size.
CTRL+1...9 Sort list by column 1 to 9.
CTRL+ALT+1...9 Focus on filter 1 to 9.
CTRL+D Show agency/contact details.
CTRL+L Clears filters.
CTRL+N Create new contact.
CTRL+S Assigns a secondary recommendation status to the agency
selected in the list.
ESC Closes the Agency or Contact list.
DBR Panel
CTRL+P Print database request results.
ESC Close DBR panel.
Dial Entry Panel
ENTER When your cursor is in the Dial Entry panel, press ENTER to dial the
displayed telephone number.
CTRL+D Positions the cursor in the Dial Entry panel so you can dial out.
Cursor can be anywhere in the GUI.
Incident Modules
ENTER When your cursor is in the Incident Detail module, press ENTER to
save a caller’s answer to an incident question.
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Keyboard Shortcuts

ALT+F9 When you have selected an incident type that is configured with
standard questions, pressing this key combination positions the
cursor in the answer text entry box.
ALT+I Puts GUI focus on the Incident module.
ALT+M When your cursor is in the Incident Detail module, press this
combination once to expand the view. Press it a second time to
return the view to normal.
ALT+Q When you are working in the Incident Information module, use this
combination to select the first incident question.
Line Panels
ESC Cancel operation.
Page Up Displays next page of line buttons.
Page Dn Displays previous page of line buttons.
Home Displays first page of line buttons.
End Displays last page of line buttons.
Lists Module
ALT+0 (zero) Toggles through pages of lists.
ALT+1...9 Selects a list (numbered 1-9) for display in the Lists module.
ALT+M When your cursor is in the Lists module, press this combination
once to expand the view. Press it a second time to expand it further;
press it a third time to return the view to normal.
ALT+N Opens the Incident Viewer.
CTRL+P Print query results shown in the Call Query and Incident Query lists.
CTRL+R Used in the ALI panel to request an ALI retransmission.
Location Module
CTRL+ENTER When your cursor is in the Location module, use this key
combination to apply changes made to the CPI or ILI panels, or to
apply the results of database requests to the CPI or ILI panels.
CTRL+P Use this key combination to print:
 ALI shown in the ALI panel.
 Information shown in the CPI panel.
 Information shown in the ILI panel.
ALT+A Used when in the CPI or ILI panels to display the ALI panel.
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ALT+C Used when in the ALI or ILI panels to display the CPI panel.
ALT+E Used when in the ALI or CPI panels to display the ILI panel.
ALT+M  Opens/closes the Details panel.
 When your cursor is in the DBR panel, press this combination
once to expand the view. Press it a second time to return the
view to normal.
ALT+Q When you are working in the ALI, CPI or ILI panel, use this
combination to open the Database Request panel.
CTRL+E Used in the ALI panel to tag an ALI error.
CTRL+Z Undoes the last change you made to the CPI or ILI panel.
SHIFT+CTRL+F Used in the CPI or ILI panels to populate them with information from
a database request.
CTRL+W Equivalent to clicking the Validate button. Performs an address
validation on an address entered in the CPI or ILI panel.
SHIFT+CTRL+W Equivalent to right-clicking the Validate button. Performs an address
validation on an address entered in the CPI, ILI, or MOSAG Entry
panel.
Message Board Module
ALT+B Puts GUI focus on the Message Board module.
CTRL+ENTER When your cursor is in the Compose Message panel, use this key
combination to send the message.
ALT+D Used when in the Compose Message panel to position your cursor
in the Send To box so that you can enter a recipient.
CTRL+I Used in the Compose Message panel to attach incident information
to a message.
CTRL+N Opens the Compose Message panel. Cursor can be anywhere in
the GUI.
CTRL+U Used when in the Compose Message panel to flag a message
as urgent.
ESC When your cursor is in the Compose Message panel, press ESC to
close the panel and cancel the message.
Premises Information Panel
ALT+M Maximizes/minimizes the panel.
ESC Closes the panel.
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Keyboard Shortcuts

Record Greeting Panel
ALT+R Opens Record Greeting panel.
Selected Agencies List
CTRL+1...9 Sorts the list based on values in columns 1 to 9.
CTRL+D Displays agency details.
CTRL+S Sends data to all of the agencies selected in the Selected Agencies
List.
ENTER Calls selected agency.
ESC Closes the list.
SOPs Panel
ALT+M Maximizes/minimizes the panel.
System Information Panel
ALT+S Opens/closes the System Information panel.
Telephony Module
CTRL+M Used in the Telephony module to toggle between mute/unmute
modes.
CTRL+R Redials a telephone number.
Transfer Module
ALT+X Opens and closes the Transfer List.
ALT+F5 Opens the Selected Agencies list.
ESC Closes Transfer module.
TTY Panel
ALT+B Select the Baudot communication protocol.
ALT+T Opens and closes the TTY panel. Cursor can be anywhere in the
GUI.
ALT+U Turns buffer feature on/off.
CTRL+P Print the displayed conversation transcript.
ESC Closes TTY panel.
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Volume Control Panel
ALT+V Opens and closes the Volume Control panel.
CTRL+ Use this combination in the Volume Control panel to increase the
volume for:
 Rings and playback on handset/headset or speaker.
 Conversation on handset/headset (you must be on an active
call).
The key combination will be applied to whichever device is active.
CTRL+ Use this combination in the Volume Control panel to decrease the
volume for:
 Rings and playback on handset/headset or speaker
 Conversation on handset/headset (you must be on an active
call).
The key combination will be applied to whichever device is active.
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Glossary
ACD (Automatic Call Distribution)

Incoming calls are routed to specific workstations, to ensure that the call-taking
workload is evenly distributed, or to direct specific types of calls to agents with
special skillsets.
ACD buttons
Queue buttons configured to answer calls that have been sent to workstations by
a distribution system, so that an incoming call rings only on one workstation,
rather than on all PSAP workstations.
Administrative call
Any call that is not coming in on a 9-1-1 line. Examples are: conversations
between PSAP personnel, or if a police station calls to request information on a
recent incident.
Agent
A 9-1-1 call-taker or dispatcher.
ALI (Automatic Location Identification)

The address of the caller, based on telephone company records.
ANI (Automatic Number Identification)

The telephone number of the caller, based on telephone company records.
CAD (Computer-Aided Dispatch)

A software used to assign emergency units to respond to an emergency.
Calling Party
The person who is calling the PSAP to report an incident.
CTI (Computer Telephony Interface)

A software that integrates a computer system with a telephone system. A CTI
enables features such as ANI/ALI-before-answer, and abandoned call processing.
245
Glossary
DNIS (Dialed Number Identification Service)

A feature that displays the number a caller dialed to reach the PSAP, on the ACD
buttons of the Telephony Module.
Emergency Response Agency

Any agency that serves the public by handling emergency situations (for example,
the police or fire department).
Emergency Response Unit

An emergency vehicle and its personnel (for example, a fire truck and its crew).
ESN (Emergency Service Number)

Cities are divided into sectors, each of which has its own ESN ID. Each sector is
served by specific emergency response teams. For example, the downtown core
of a city has a unique ESN ID, and is served by specific police and fire stations.
GUI (Graphical User Interface)

The main work screen of Power 9-1-1.
Hook Device
A handset or speaker.
Incident
An emergency situation, such as a fire or car accident.
Line
A telephone line that can be accessed from Power 9-1-1.
Line Group
A group of telephone lines that share common characteristics (for example, a
group of 9-1-1 lines).
MOSAG (Master Object Street Address Guide) and MOSAG-GIS

An Intrado address validation software. To validate a location, MOSAG searches
for a match in the ALI database. MOSAG-GIS also returns mapping coordinates.
Operator
A 9-1-1 call-taker.
246
Glossary
PBX (Private Branch Exchange)

A device located within the PSAP that manages incoming and outgoing phone
calls and data.
Premises Information
Details about a building where an incident is occurring.
PSAP (Public Safety Answering Point)

A place where 9-1-1 calls are answered and processed.
Query
The process of using a set of parameters to search a database and retrieve
specific information.
Queue Button
A button in the Telephony module used to answer incoming calls.
SMS (Short Message Service)

A service used to send text messages between mobile telephone devices using
standardized communication protocols.
SOPs (Standard Operating Procedures)

A standardized list of actions to perform when treating a particular type of incident.
TTY (Teletypewriter)
A device used to send and receive written communications over phone lines.
Telephony
Refers to telephone equipment or systems.
Trunk
A group of telephone lines of the same type that carry calls into a PSAP.
Validation (of an Address)

During address validation, the phone number and address of the current caller is
sent to the ALI database. If the database contains a matching record, the address
is valid.
247
Index
ABDN status 167 using for standard conferencing 88

using to call an agency 180
agency recommendation
A automatic 164, 174
buttons 159, 161, 176
ABDN status 165
alarms tab 24
about tab 25
ALI
ACD features
sticky 45
Avaya 54
tagging incorrect 132
Nortel 51
ALI Lookup
VIPER 50
clearing results 128
ACD log on 52, 59
copying search results 128
acknowledging messages 228
navigation arrows 128
ACW feature button 54
printing results 128
Address Details panel
ALI panel
opening 129
overview 121
overview 129
printing contents 138
address validation
ALI retransmit
on-the-fly 149
automatic 134
using MOSAG DB 148
disabling 135
using MOSAG-GIS 144
manual 133
using the PLM 140
All Contacts list 184
after call work (ACW) 54, 57
ANI
agencies
display box 45
changing assignments 177, 181, 188
flashing 45
contacting 70
arrow buttons, Lists module 217
displaying details 183
attachments, displaying 228
primary & secondary 174, 176, 177
auto in 54, 56
Agency Details panel 183
automatic call distribution 2
Agency List
aux work 54, 58
accessing 175
button 189
filtering 182
overview 179 B
sending data 181 backup phone
sorting 182 functionality 28
using for No Hold conferencing 91 barge in 230
249
Index
Baudot detection 152 length 104

bypassing queue 40, 62 manual mode 102
overview 101
saving recordings 103
C releasing 33, 100
retrieving
call forward
from hold 76
cancelling 81
from park 80
feature button 81
transfers
call patch 85, 93
cancelling 99
Call Query list 218
to agencies 190
call transcripts 157
using Dial Entry 98
call transfers 190
using extended agency panel 191
cancelling 192
Cancel button 192
caller ID 45
clear button, Record Query module 219
calling an agency 180
Clear Card button 228
calls
CLSD status 165
administrative, forwarding 81
CNCL status 165
answering
common place validation 143
first in queue 62
MOSAG-GIS
from Line panel 62
validating common places 147
overview 61
Compose button 224
process 30
Compose Message panel 223
barging in on 230
conference calls
blocking 52, 53, 57, 58, 59, 60
call patch 93
cancelling join 233
cancelling 96
handling process 29
No Hold
joining 232, 233
using Agency List 91
listening in on 232
using Transfer module 90, 91
muting 82
overview 85
outgoing
re-establishing 96
overview 67
standard
TTY 73
using Agency List 88
using dial entry 68
using Dial Entry 86
using Line Panel 69, 70
using queue button 69
using Transfer module 87
parking
conference mode, changing 85
overview 78
Contact details, displaying 187
using feature button 79
Contact List
putting on hold 75
adding records 185
receiving 52, 55
deleting records 187
recording
filtering 185
automatic 101
250
Index
overview 184 ENTR status 165

sorting 184 eraser button 219
speed dialing 187 error messages 27
contacting an agency 70, 187 ESNs 174
continuous RTX 134 extended agency panel
CPI panel call patch 94
changing contents 136 call transfers 191
clearing contents 137 conferencing 89
overview 122 data transfers 71, 89, 92
printing contents 138 no hold conferencing 92
overview 178
speed dials 71
D
Data Status button 194, 195
Data Transfer Status panel 192 F
data transfers feature button panel, description 44
extended agency panel 71, 89, 92 feature buttons
indicators 174, 176 Avaya 54
monitoring 194 call forward 81
resending 195 display queue stats 64
Send Data button 189 join 233
to a specific agency 193 log off 52
to assigned agencies 193 Nortel 51
updating agencies with new data 193 not ready 52
using Agency List 181 park 79
using the Transfer module 192 radio headset 112
DBR panel radio PTT 113
closing 128 radio speaker 113
desktop wallboard 66 save/unsave 103
Dial Entry box FILED status 194
description 45 forced incident creation 100
using to transfer calls 98 forwarding
dial entry keypad 46 administrative calls 81
DISP status 165 cancelling 81
display boxes 45
DND feature button 54, 59
duplicate incidents, creating 163 G
Global Contacts list 184
E greetings
activating/deactivating 116
ENRT status 165 recording 114
251
Index
GUI, default layouts 6 in line panel 41

on queue buttons 38
intersection validation 142, 145
H ipark 79
definition 212
health tab 25
retrieving calls from 80
hold
putting calls on 75
retrieving calls from
using Line panel 77 J
using Lists module 78 join feature 50, 232
using queue button 76 Joining a call 232, 233
Home button 167 cancelling join 233
I L
ihold Line panel
definition 212 description 40
retrieving calls from 78 indicators 41
ihold, retrieving calls from 77 using to make a call 69, 70
ILI panel using to retrieve call on hold 77
changing contents 137 link state 170, 213
clearing contents 138 linking incidents
overview 123 Incident Viewer 169
printing contents 138 list column definitions 212
Incident Detail module list types
overview 157 agent activity 208
Incident module call activity 209
overview 156 incident activity 212
question buttons 159, 160, 161, 162 listen feature 50, 231
Incident Query list 218 Lists module
incident suffixes 153, 158 adjusting column widths 217
Incident Viewer 169 changing the page 217
incidents expanding 217
assigning suffixes 153, 158 overview 13, 198
assigning types 153, 158 using to retrieve call on hold 78
creating 158 Location box 143, 144, 146, 147
ID number 159, 161 Location module
priority 164 overview 11, 120
statuses 165 Log off feature button 50, 51, 54
updating statuses 166 Log on feature button 50, 51, 54
indicators logging off 3
252
Index
logging on 3 using Dial Entry 90

using Transfer module 91
M Nortel ACD features 51
not ready 50, 51, 52, 53
Magnifying glass button 219
make busy 51, 53, 54, 60
manual in 54, 55
Message Board module O
acknowledge button 228 OK status 165
attachment button 228 ONSC status 165
components 222 OutDial modes 72
overview 9, 222 outgoing calls
receiving messages 228 dialing 46, 67
Message Details panel making
example 222 TTY 73
opening 228 using Dial Entry 68
message entry box 226 using Line panel 69, 70
Message Template list 225 using queue button 69
messages
acknowledging 228
displaying attachments 228 P
reading long 228
P button 159, 161, 176
receiving 228
panel 17
sending 224
parking calls
messages tab 24
overview 78
MOSAG DB
retrieving parked calls 80
automatic address validation 148
using feature button 79
manual address validation 148
password, changing 4
Mosag entry box 149
performing queries 218
MOSAG-GIS
Personal Contacts list 184
validating addresses 144
personal greetings 114
validating intersections 145
deleting 116
muting
playback 115
a device 48
playing back recordings 104
calls 82
Positron Location Manager (PLM), using 140
Premises Information panel
N accessing 150
expanding 151
navigation arrows, DBR panel 128 overview 130
no auto RTX 134, 135 Pri list 164
No Hold conference primary assignment button 176
253
Index
print button, Record Query module 219 search criteria 219

printing query results 219 recording conversations
PTT automatic 101
using 113 deleting saved 103
length of recording 104
manual mode 102
Q overview 101
playing back 104
queries
saving 103
performing 218
redial
wildcard character 220
abandoned call 84
question buttons, Incident module 159, 160, 161,
last incoming call 83
162
last outgoing call 83
Questions box 153
queue
answering first call in 62
bypassing 40, 62 S
displaying information 26, 64, 66 S button 159, 161, 176
statistics 65 save/unsave 103
queue buttons Search button, Record Query module 219
description 38, 42 secondary assignment button 176
indicators 38, 42 Sel Agencies button 174
SMS calls 42 Selected Agencies List, overview 188
using to make a call 69 Send All button 193
using to retrieve call on hold 76 Send Data button 189
Quick message buttons 224 Send To list 224
sending messages 224
using Message Entry box 226
R using Message Template list 225
using quick message buttons 224
radio
separators, MOSAG searches 139
overview 112
shared lines 2
playing through headset 112
Show Details button 183, 187
playing through speakers 113
single auto RTX 134, 135
speaking through headset or handset 113
SMS calls
RDSP status 165
call states 210, 215
receiving messages 228
handling 107
recommendations, changing 179, 181, 188
overview 106
Record Greeting panel 114
putting on hold 109
Record Query module
SMS module
clearing search criteria 219
overview 17, 43
print button 219
SOPs
search button 219
accessing 167
254
Index
button 167 troubleshooting 27

panel 167 TTY calls
speed dialing an agency 71, 187 Baudot detection 152
Standard Operating Procedures, accessing 167 custom messages 74
Stat list 166 data transfer 193
statuses, assigning 165 making 73
sticky ALI 45 processing 151
suffixes, assigning to incident types 153, 158 transcripts 154
supervisory features TTY panel
barging in 230 overview 131
joining a call printing contents 138
using join feature button 233 Questions box 153
using Lists module 232 TTY transcripts 195
listening in 232 Type list 161
overview 116
system information module 23
V
T validating
addresses 140
tagging ALI 132 common places 143
telephone display box 45, 64 intersections 142
Telephony module VIPER
display boxes 45 ACD features 50
extended 37 queue stats 65
overview 15, 36 virtual wallboard 26
telephony systems 2 Volume Control panel 47
toolbar, overview 9 volumes, adjusting 47
transfer buttons
components 176
overview 175
using to transfer calls 190, 191
Transfer list
column headings 194
deleting records 195
displaying incident information 195
Transfer module
overview 17, 174
P & S buttons 159, 161
using for No Hold conferencing 91
using for standard conferencing 87
transferring calls 98
cancelling 99
255

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Positron® Power 9-1-1®

About This Guide

NOTE For touchscreen users:

 Positron® Power 9-1-1® Configurator User Guide: Describes how to configure

 Select Center from the Tools pop-up menu.

Document Revision History

Version 5.5, Revision 5

Revised Chapter Changes

Version 5.5, revision 4

Version 5.5, Revision 3

Version 5.5, Revision 2

Revised chapter Changes

Version 5.5, Revision 1

Chapter 1 – The Basics

Chapter 2 – Handling Calls

2.17 Handling SMS Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Chapter 3 – Location Module

3.17 Accessing Premises Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Chapter 4 – Incident Modules

Chapter 5 – Transfer Module

Chapter 6 – Lists Module

6.3 Changing Display Characteristics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Chapter 7 – Message Board Module

Chapter 8 – Supervisor/Administrator Features

Chapter 9 – Programmable Keys and Keyboard Shortcuts

This chapter contains information on

1.1 About Power 9-1-1

1.2 About Telephony Systems

1.3 Logging On and Off

 To log on to Power 9-1-1

2. Click Log on.

 To log off from Power 9-1-1

1.4 Changing Your Password

2. Double-click the Agent Password row.

The Change Password dialog appears.

1.5 The User Interface

1.5.1 GUI Layouts

Figure 1: ‘Default Layout with Incidents’ GUI

Figure 2: ‘Default Layout Without Incidents’ GUI

Figure 3: ‘Default Layout Touchscreen’ GUI

1.5.2 The Toolbar

• When you position your cursor on a button,

1.5.3 Message Board Module

Figure 5: Message Board Module

1.5.4 Incident Modules

Figure 6: Incident Modules

Incident Detail Module

1.5.5 Location Module

Figure 7: Location Module

Figure 8: Premises Information Panel

Figure 9: TTY Panel

Figure 10: DBR Panel

1.5.6 Lists Module

Supervisors can use lists to:

Figure 11: List Module

Click column heading

Records related to agent,

Use scroll to display

Click arrows to go to the next page Total number of records