As one the most sophisticated 9-1-1 call centers in the country there is an abundance of telephony and computer technologies in use at the Bureau of Emergency Communications (BEC). In order to leverage and maintain these technologies the BEC employs its own information technology staff. Five Technical Support Specialists and a programmer are led by the IT Manager.
The BEC utilizes a variety of computing platforms in supporting the other departments within the division. Along with the standard productivity suites the BEC has specialized software for most every function performed within the agency. The 9-1-1 call center incorporates cutting edge technologies combining computer answering positions, geographic information systems (GIS), and enterprise quality databases. Multiple layers of redundancy and security ensure high availability of critical systems.
Remote ANI/ALI Project
For those not familiar with the term, ANI/ALI it refers to the phone number (automatic number identification) and address (automatic location identification) which appears on the 9-1-1 computer screen when a 9-1-1 call is placed.
In 1999, the BEC began the process of acquiring technology allowing the ANI/ALI information at the 9-1-1 call taker's screen to be transferred instantly to a remote dispatch center. The contract was awarded to Valor Systems of Westmont, IL. Valor's ValorCAD software is installed at both the PSAP and about 50 remote dispatch agencies and utilizes a secure dedicated data line to transmit data. Additionally, ValorCAD is a full featured computer aided dispatch application agencies may use for dispatch operations. The Bureau deployed the third generation of Valor's CAD product providing enhanced functionality and ease of use.