Solutions | General Business

Recording all Outbound Emergency Calls

A large enterprise company recently experienced a 911 call to local emergency resources.  It now finds itself in a legal battle defending its response and proving it was not negligent in responding to the emergency.  However, the delay in retrieving the call to the PSAP is affecting the company’s capability in positioning its case and filing motions against the charges of the case.  To ensure it does not find itself in the same position, the company requires a recording solution that will capture any 911 call from any of its 4000 IP phone users.  Since this capability was not budgeted for, the solution must be low cost.

Solving this challenge will benefit the company in the following ways:

• By recording the 911 call, the company can review its emergency responders’ performance to ensure they are compliant with company policies.
• The call can be later reviewed with legal council, allowing the company to anticipate possible liabilities.
• Company PR executives can stay ahead of any events damaging to the company’s image by being aware of what’s happened and communicating the company’s response.
• A cost effective solution would allow the company to implement the solution now and not have to wait for the next budgeting cycle.

Solution

The focus of this solution is record all outbound phone calls, especially calls to emergency services.

• An employee dials 911, which is accepted by the call recording solution filter, allowing the call data to be automatically processed for recording.
• As other employees make typical business calls, the call recording solution filter does not allow the data to be processed, leaving recording channels available for 911 calls only.
• The accompanying IPsession software notifies the emergency response team of what extension dialed the emergency call.
• From the notification, the safety and security manager is able to easily find the recording through the web interface of the recording solution.
• The safety and security manager downloads the file and shares it with other executives on a need–to-know basis.

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