ACD:
See "Automatic Call Distributor.
ALI (AUTOMATIC LOCATION IDENTIFICATION):
A system capability that enables an automatic display of information defining
a geographical location (e.g., a street address) of the telephone used to
place the 9-1-1 call; this feature is available in Enhanced 9-1-1 systems.
ALTERNATIVE ROUTING:
Selective routing which allows 9-1-1 calls to be routed to a designated alternative
location if all incoming 9-1-1 lines to the primary PSAP are busy or if the
primary PSAP closes down for a period.
ANI (AUTOMATIC NUMBER IDENTIFICATION):
A capability that enables the automatic delivery of the seven-digit number
of the telephone used to place the 9-1-1 call; this feature is available in
Enhanced 9-1-1 systems.
AUTOMATIC CALL DISTRIBUTOR (ACD):
Equipment used to distribute large volumes of incoming calls in an approximate
order of arrival to call answerers not already working on calls or to "hold"
calls until call answerers become available.
AUTOMATIC LOCATION IDENTIFICATION:
See "ALI".
- B -
BASIC 9-1-1 SYSTEM:
A telephone system which automatically connects a person dialing the digits
"9-1-1" to an established PSAP through normal telephone service
facilities.
- C -
CAD:
Computer Aided Dispatch.
CALL ANSWERER:
The initial answerer of a 9-1-1 call sometimes referred to as a call taker.
CALL ANSWERING PERSONNEL:
Any person engaged in or employed by a PSAP as a telecommunications operator
whose responsibility is the receipt or processing of calls for emergency services
provided by public safety, fire or emergency medical agencies and who receives
or disseminates information relative to emergency assistance by telephone
or radio.
CALL DETAIL RECORDING:
Provides a written record by telephone number of all Enhanced 9-1-1 calls
received by a PSAP.
CALLED PARTY HOLD:
A telephone system feature that enables the Public Safety Answering Point
to control the 9-1-1 call and to maintain a connection through the telephone
system's switching facilities even if the 9-1-1 caller has hung up the telephone,
or to permit the tracing of a call.
CALL RELAY METHOD:
The 9-1-1 call is answered at the PSAP (where the pertinent information is
gathered) and the call answerer relays the caller's information to the appropriate
public or private safety agency for further action.
CALL ROUTING:
The capability to selectively route the 9-1-1 call to the appropriate PSAP.
CALL TRANSFER METHOD:
PSAP call answerer determines the appropriate responding agency and transfers
the 9-1-1 caller to that agency.
CCS:
Hundred second calls or the total amount of traffic in seconds divided by
100.
CENTRAL OFFICE (CO):
Also called a wire center (a switching unit in a telephone system): the smallest
subdivision in the telephone system which has relatively permanent geographic
service boundaries.
COIN FREE ACCESS (CFA):
Coin free dialing or no coin dial tone which enables a caller to dial 9-1-1
or "0" for the Operator on pay telephones without depositing money.
CO:
See "Central Office."
CONTROL OFFICE:
Also called a tandem switcher (a Bell system term for the telephone company
central office which provides tandem switching capability for selectively
routed 9-1-1 calls), the control office controls the switching of ANI and
selective routing information to the PSAPs, provides standard ESS Speed Calling
features, call transfer capability, and certain maintenance functions for
each PSAP.
- D -
DATA MANAGEMENT SYSTEM:
A system of manual procedures and computer programs used to create, store
and update the data required to provide selectively routed 9-1-1 service.
DDD (Direct Distance Dialing):
Telephone service which permits subscribers to dial their own long distance
calls.
DEFAULT ROUTING:
A selective routing feature which allows 9-1-1 calls to be routed to a designated
alternate location (the default PSAP) if the incoming 9-1-1 call cannot be
selectively routed due to ANI failure, garbled digits, or other causes which
may prevent selective routing.
DIRECT DISPATCH METHOD:
9-1-1 call answering and radio dispatching functions for a particular agency
are both performed at the PSAP.
DISPATCH CENTER/RADIO DISPATCH CENTER:
The location from which a public or private safety agency's mobile units are
dispatched.
DISPATCHER:
An individual who uses radio or other means to dispatch public or private
safety agency's resources. This person may or may not function as a 9-1-1
call answerer.
DISPLAY AND TRANSFER UNIT:
A special console and associated common equipment that allows display of ANI
numbers at the 9-1-1 call answer's position and is used by the call answerer
to activate the fixed transfer and/or selective transfer features. This equipment
is associated with Enhanced 9-1-1.
DMS:
See "DATA MANAGEMENT SYSTEM".
- E -
ECHO:
Return of transmitted data.
EMERGENCY ALERT SYSTEMS (EAS):
Radio or television based broadcast of emergency event information.
EMERGENCY CALL:
A telephone request for service which requires immediate action to prevent
loss of life, reduce bodily injury, prevent or reduce loss of property and
other emergency situations determined by local policy.
EMS:
Emergency Medical Services.
EMD (Emergency Medical Dispatch):
Critical medical advice offered by specially trained 9-1-1 call answering
personnel. Advice follows approved protocols, given in logical sequence, for
such conditions as heart attacks, choking, and child birth. Protocols are
administered by phone until the arrival of emergency medical personnel on
the scene.
END OFFICE:
The central office(s) from which the 9-1-1 calls originate.
ENHANCED 9-1-1 (E9-1-1):
Enhanced 9-1-1 systems is the general term referring to emergency telephone
systems with specific electronically controlled features, such as ALI, ANI,
Selective Routing, and which use the MSAG geofile. Most Enhanced 9-1-1 systems
implemented to date have been provided by the local Bell operating companies,
although there are other vendors who make equipment (e.g., computers, ACD,
and PSAP equipment) which is often part of the overall Enhanced 9-1-1 system.
ESS (Electronic Switching System):
A central office with programmable telephone switching logic.
ESN (Emergency Service Number):
Defines the selective agencies which are served by a particular telephone
number. Also see ESZ.
ESZ (Emergency Service Zone):
Defines a geographical territory consisting of a specific combination of law
enforcement, fire and EMS coverage areas. Also see ESN.
EXCHANGE:
A defined geographic area served by one or more central offices in which the
telephone company furnishes services.
- F -
FIXED TRANSFER:
A selective routing feature which allows the call answerer to transfer 9-1-1
calls to secondary PSAPs by use of a single button. Each button corresponds
to a designated secondary PSAP.
FORCED DISCONNECT:
A telephone feature which allows the PSAP to break or disconnect a telephone
connection and avoid caller jamming of 9-1-1 lines.
- G -
GIS (Geographic Information System):
A graphical mapping system where the graphical information is related or matched
to data about that information. In this system a house shown on a map might
be related to a data base that lists all pertinent information about the house
and the owner/occupant.
GPS
(Global Positioning System):
A constellation of 24 satellites orbiting the earth at 10,900 nautical
miles. These satellites emit signals that can be monitored by special
receivers and those signals used to locate the geographical position of
the receiver.
GRADE
OF SERVICE:
A grade of service is the probability (P) expressed as decimal fraction of
a telephone call being blocked
by busy lines. For example, P.01 is the grade of service reflecting the probability
that one call out of one hundred calls will be uncompleted (or busy).
- H –
HEARING CARRY OVER (HCO):
A method utilizes both voice and text communications on the same call, allowing
a person who is speech impaired to listen to the other party’s conversation
and respond by typing via a TTY or other means of text communications.
HIGHWAY
CALL BOX:
A telephone enclosed in a box and placed along a highway that allows a motorist
to summon emergency and non emergency assistance.
- I -
IDLE CIRCUIT TONE APPLICATION:
Telephone system feature which applies a distinctive tone to the 9-1-1 call
answerer to indicate the calling party has hung up. This tone may indicate
whether the calling party has hung up before or after the PSAP answers.
IMPLEMENTATION:
Activity between formal approval and a given system design and commencement
of operations.
- J -
JURISDICTIONAL ADDRESS:
An MSAG valid address for the physical location of a subscriber access line,
which has been assigned by the jurisdiction’s local addressing authority;
i.e., planning department, zoning department, etc. and is used for 9-1-1 emergency
dispatching.
- K -
KEY TELEPHONE EQUIPMENT:
An instrument that has the capability of multiple line terminations. Most
phones in offices which have six, ten, or more "buttons" are examples
of key telephones. Each line can be accessed by depressing one of the buttons
or "keys."
- L -
LIGHT EMITTING DIODE (LED):
Lamps used for display of information. Commonly used on telephone sets to
indicate line status.
LOCAL
AREA NETWORK (LAN):
A transmission network encompassing a limited area, such as a single building
or several buildings in close proximity.
LOGGING
RECORDER:
A device that records date/time, voice communications and other transactions
involved in the processing of calls to a PSAP.
- M -
MAIN STATION:
A telephone that is connected directly to a central office and has a unique
telephone number. It is not an extension station.
MANAGEMENT
INFORMATION SYSTEM (MIS):
A program that collects, stores and collates data into reports enabling
interpretation and evaluation of performance, trends, traffic capacities,
etc.
MANUAL
TRANSFER:
A call routing feature which allows the call answerer to transfer an incoming
call by pressing a single button and dialing either a telephone number
or a two-digit Speed Calling code.
MASTER
STREET ADDRESS GUIDE (MSAG):
The computerized geographical file which consists of all streets and address
ranges within the 9-1-1 system area. This data base is the key to the
selective routing capability of Enhanced 9-1-1 systems, and requires constant
updating after the initial file is established.
MISROUTE:
An E9-1-1 call routed to an incorrect PSAP due to network discrepancy;
i.e., wrong ESN in selective routing database, incorrect switch translations.
MOBILE:
Use of a wireless-connected device with the capability of movement during
the call.
MODEM:
An interface device which allows digital data signals to be transmitted
over analog telephones lines.
MULTI-PARTY
LINE:
A local subscriber line terminating on the switching equipment that serves
two or more main subscriber locations.
MUNICIPAL
ADDRESSING OFFICER:
A representative designated by a community participating in the E-9-1-1 system
responsible for all issues involving the development and maintenance of address
information for the E-9-1-1 addressing and routing databases.
- N -
NATIONAL EMERGENCY NUMBER ASSOCIATION (NENA):
The National Emergency Number Association is a not-for-profit corporation
established in 1982 to further the goal of “One Nation-One Number.”
NENA is a networking source and promotes research, planning and training.
NENA strives to educate, set standards and provide certification programs,
legislative representation and technical assistance for implementing and managing
9-1-1 systems.
NETWORK:
1. A series of points interconnected by communications channels. 2. The
switched telephone network is the network of telephone lines normally
used for dialed telephone calls. 3. A private line network of communications
channels confined to the use of one customer.
NIGHT
SERVICE:
An arrangement allowing an answering agency to close its operations and
have all 9-1-1 calls to it forwarded to a pre-selected alternate agency.
NO-COIN
DIALING:
See "Coin Free Access".
NOMADIC
VoIP CALL:
Call generated by a VoIP user other than their originally provisioned fixed
location using the terminal equipment from that location (i.e.: VoIP handset,
laptop, VoIP terminal, PC)
- O -
ONE STAGE SYSTEM:
The same individual(s) at the PSAP answers both 9-1-1 calls and functions
as a dispatcher.
- P -
PBX (Private Branch Exchange):
A telephone switchboard with many stations not individually identifiable to
the telephone utilities switching network. (Also called a PABX.)
PERSONAL
DIGITAL ASSISTANT (PDA):
Small, handheld device used to store address book information, telephone
numbers, personal contacts and other personal information.
POSTAL
ADDRESS:
Address recognized and used by the United States Postal Service (USPS)
for delivery of mail. It may be an address with a house number and street
name or may also consist of other USPS acceptable delivery options, such
as Army Post Office (APO), or Fleet Post Office (FPO). Postal addressing
may contain variants of abbreviations (Avenue or Ave, Street or St.) that
the Postal Service recognizes as acceptable postal addresses. Postal addresses
reflect the name of the community assigned by the USPS to the correct
zip code.
PRIMARY
PSAP:
The initial answering location for 9-1-1 calls in a selectively routed
9-1-1 system.
PRIVATE
LINE:
A telephone line used only for communication between two points and which
does not connect with the public telephone system.
PSAP
(Public Safety Answering Point):
The initial answering location of a 9-1-1 call. Sometimes called a 9-1-1
center.
PUBLIC
OR PRIVATE SAFETY AGENCY:
Any unit of state or local government, a special purpose district, or a private
firm which provides or has authority to provide fire fighting, police, ambulance,
or emergency medical services.
- Q -
Queuing:
Queuing is an automatic process by which calls are presented in a predefined
sequence to a call taker.
- R -
RINGBACK:
Permits the answering point to ring the hung up telephone on a held circuit;
this feature is useful when a calling party has failed to provide all necessary
information to the answering point before hanging up.
- S -
SECONDARY PSAP:
A location to which 9-1-1 calls are transferred from the primary PSAP.
SELECTIVE
ROUTING (SR):
A telephone system feature that enables all 9-1-1 calls originating from
with a defined geographical region to be answered at a pre-designated
PSAP: a component on an Enhanced 9-1-1 system.
SELECTIVE
TRANSFER:
Another term for a transfer which allows the call answerers to transfer
an incoming call by pressing a single button. For example, one button
would transfer calls for fire, and another button would be use for police
and a third button would be used for EMS.
SERVICE
ADDRESS:
The physical location of a subscriber access line. Service Address is
the recommended address for 9-1-1 use. (May be different from the listed
address or billing address).
SERVING
CENTRAL OFFICE:
The telephone company's central office area in which a PSAP is located.
SPEED
CALLING:
Dialing two digits causes telephone equipment to automatically ring a
pre-designated seven-digit number.
SWITCHED
NETWORK:
A complex of diversified channels and equipment that automatically routes
communications between the calling and called person or data equipment.
SWITCHHOOK
STATUS INDICATION:
Allows the PSAP to monitor, by means of supervisory lamps, the status of a
calling party being held. Indicates whether the call party still is connected,
is on hold, or has disconnected.
- T -
TANDEM TRUNKING:
An arrangement where a telephone line connection has one or more immediate
switching points which are required or permitted (usually on a controlled
dial pulse) basis before reaching the final destination (called party).
TARIFF:
A document filed by a telephone company with the state telephone utility
regulatory commission which lists the communication services offered by
the company and gives a schedule of rates and charges.
TDD
(Telecommunications Device for the Deaf):
Any time of instrument, such as typewriter keyboard connected to the caller's
phone and involving special equipment at the PSAP which allows an emergency
call to be made without speaking. Sometimes referred to as a "TTY".
TELECOMMUNICATOR:
Interchangeable with 9-1-1 operator, dispatcher, call receiver, emergency
communicator, public safety communications specialist.
TELEPHONE
LINE:
A telephone line from a telephone utility's central office that is connected
to key or non-key telephone equipment.
TERMINAL
EQUIPMENT:
Telephone call answering and transfer equipment.
TRUNK:
A circuit used for connecting a subscriber in a central office to all
other services in/out of the switching equipment (e.g., Long Distance
Trunk, Operator Trunk, etc.).
TTY
(Teletypewriter):
See "TDD".
TWO-STAGE
SYSTEM:
The 9-1-1 call answering and radio dispatching functions are performed
by two separate individuals.
- U –
UNINTERRUPTIBLE POWER SYSTEM (UPS):
The capability of providing a continuing source of power without regard to
the interruption or loss of commercial power.
- V –
VOICE OVER INTERNET PROTOCOL, VOICE OVER IP (VoIP):
Provides distinct packetized voice information in digital format using the
Internet Protocol. The IP address assigned to the user’s telephone number
may be static or dynamic.
- W -
WIDE AREA NETWORK (WAN):
Network using common carrier-provided lines that covers an extended geographical
area.
WIRELESS
SERVICE PROVIDER (WSP):
Cellular, satellite or other radio based telephony or data transport commercial
entity.
WORLD
WIDE WEB (WWW):
The public internet.
- X -
- Y -
- Z -
- # -
9-1-1:
A three-digit telephone number to facilitate the reporting of an emergency
requiring response by a public safety agency.
9-1-1 ADMINISTRATOR:
The administrative jurisdiction of a particular 9-1-1 system. This could
be a county/parish or city government, a special 9-1-1 or Emergency Communications
District, a Council of Governments, an individual PSAP or other similar
body.
9-1-1
CALL:
Any telephone call that is made by dialing the digits "9-1-1".
9-1-1 CALL ANSWERER:
Initial answerer of a 9-1-1 call. This individual may or may not be a
dispatcher.
9-1-1
CENTER:
See "PSAP".
9-1-1
SERVICE AREA:
The geographic area that has been granted authority by a state or local
governmental body to provide 9-1-1 service.
9-1-1
SYSTEM:
A 9-1-1 system encompasses more than a three-digit telephone
number which automatically connects the emergency call to a PSAP. A 9-1-1
system is the total emergency response capability involving the 9-1-1
emergency number, the dispatch function, radio equipment, staffing the
PSAP facility, and the management of a coordinated effort for law enforcement,
fire, and emergency medical aid.
Director
- Marie
Anderson -
Assistant
Director - Jeannie
Bergeron -
Training Instructor - Charlette
Angeron -
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