At last year’s National Emergency Number Association (NENA) conference, Zetron demonstrated its MAX Call-Taking system accepting Text-to-9-1-1 calls. The ability to handle Text to-9-1-1 calls is becoming increasingly important because it allows 9-1-1 centers to accept message formats that their constituents routinely use and might prefer. It also allows users to text a 9-1-1 center when it might not be safe to place a voice call.
MAX Call-Taking Text-to-9-1-1 functionality also provides the following:
- It can process both text and voice calls on the same call-handling equipment. This is because MAX Call-Taking is an integrated solution designed to support Text-to-9-1-1 over the ESInet.
- The system can be configured to allow call-takers to answer a voice call while processing a text session.
- Multiple message sessions can be processed at the same console. This enables call-takers to handle multiple text sessions simultaneously.
- Customized canned messages can be created in MAX Call-Taking and used to respond to Text-to-9-1-1. Call-takers can use these canned messages to improve the speed, accuracy, and consistency of their text call handling. MAX Call- Taking’s unique way of sorting and categorizing these messages simplifies call management.
“We’re excited that MAX Call-Taking has achieved this level of NG9-1-1 implementation,” said Alice Johnson, Zetron’s product manager for MAX Call-Taking. “MAX Call-Taking’s unique way of sorting canned messages is an example of how the system’s Text-to-9-1-1 functionality was designed with the call-taker in mind.”
