Automated Abandoned Callback
The Automated Abandoned Callback (AAC) is a solution within our 9-1-1 phone system that automatically calls back abandoned 9-1-1 calls, allowing our call-takers to focus on processing emergency calls. Please respond with a 1 for an emergency or 3 for a misdial, there is no emergency, otherwise a call-taker will be required to call you back which takes them away from other emergency calls.
What does the automated call sound like?
Click here to listen to the automated call. Here is the text:
"This is 911. Please do not hang up. A call from this number was recently placed to 911 but was disconnected before reaching an agent. If you still require emergency assistance, press one. If you no longer require emergency assistance, press three. To repeat this message, press star."
Why do we use this feature?
Most abandoned 911 calls are unintentional, and in many cases are caused by a pocket dial from a cell phone. However, some abandoned calls are from callers urgently in need of emergency help. By using the software, our call center still makes contact with each caller, but calltakers no longer manually make the calls. The software improves our ability to answer 911 calls quickly by reducing the workload on our calltakers.
ASAP to PSAP
Automated Secure Alarm Protocol to Public Safety Answering Point is an integration between alarm monitoring centers and our Computer Aided Dispatch (CAD) system that is designed to streamline communication, therefore enhancing the efficiency and effectiveness of emergency service response to an alarm activation. Since implementation in December 2022 the system has processed on average 52% of alarm calls daily, saving our call-takers and dispatchers about an hour of work per day.
Case Service CAYCE
Case Service is a conversational AI-enabled solution that triages non-emergency calls and makes it possible for community members to quickly, and easily get the help and service they need with minimal wait times. The system automatically transfers callers to the resources they need, allowing BOEC call-takers to focus on higher priority services and incidents. Since implementation in the fall of 2023 Case Service has been able to assist 30% of non-emergency callers with other resources that better met their needs.