Session Managing; Call Answer Priority
With the VESTA SMS sys- tem, call-taking agents can easily manage multiple ac- tive SMS sessions—ensuring that every caller’s message is quickly answered. In its default state, the solution allows call-takers to navi- gate at least three sessions; however, the software can be tailored to manage up to 10 text calls at once. To help call-takers prioritize multiple texts calls, the solu- tion will also alert the call- taker of the duration of the longest wait session.
BENEFITS TO INTEGRATED TEXT TO 9-1-1
THE VESTA SMS SOLUTION
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Automatic Messages and Common Messages
To hasten response time, the VESTA SMS system can also be confi gured to provide common messages and questions that can be easily selected and sent to the SMS caller such as, “Where are you located?” Ultimately, this can help the call-taker save time by reducing the need to send repetitive messages.
SMS/Voice Call Transfers The solution also offers PSAPs maximum flex- ibility and control with its ability to simply transition between active SMS and voice sessions simulta- neously. This allows the call-taker to deliver pub- lic safety communications through the most effec- tive channel for the caller, while also providing a supplemental communica- tion method. Throughout the session, the location and additional information is automatically displayed to ensure a smooth transition between text and voice calls.
Full VESTA Integration
The VESTA SMS system offers call-takers reliability with its seamless integration with other products within Airbus DS Communications’ VESTA call processing suite, including its call processing solution, VESTA 9-1-1; existing mapping solutions, VESTA™ Locate and VESTA™ Map; and its recently upgraded VESTA™ Analytics solution. Specifi cally, the VESTA Analytics solution can integrate full-featured reporting for text-to-9-1-1 calls, which can then be incorporated alongside voice call data.
VESTA SMS In Action
Brazos Valley Council of Governments in Southeast Texas was one of the fi rst PSAPs to deploy VESTA SMS, and was the fi rst public safety agency in the nation to deliver a native text-to-9-1-1 message through call answering equipment, not a third party texting or messaging application. “We are excited to be one of the fi rst agencies in the U.S. to complete a native text-to-9-1-1 to improve public safety com- munications in our communities,” said Anita Pitt, 911 Pro- gram Manager for Brazos Valley Council of Governments. “Our call takers are impressed with the ease of use of the SMS functionality and how naturally it fi ts into the classic call-taking process.
The integration of SMS into the VESTA 9-1-1 product suite is a boon from a management standpoint and al- lows us to take a deeper, more critical look at all aspects of the call center, including SMS calls for assistance.” To hear from PSAPs on the value of using integrated text-to-9-1-1, visit
https://vimeo.com/136325339.
Andre Williams is the Director of Portfolio Management, Airbus DS Communications, formerly Cassidian Communications.
LaO Post your comments on this story by visiting
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